CRM integration

 

Dial out using the KeyLinkCTI callbutton

In practice, using the KeyLink CTI UC CallButton to make a call only involves selecting a telephone number and clicking the Callbutton; the telephone number will then be called directly from your telephone. It is also possible to use a hotkey.
 Bellen via KeyLinkCTI belknop / callbutton

To test whether you can make calls from your PC using the KeyLink CTI UC software, it has to be possible to:

1. select a telephone number in the application concerned (e.g. the CRM / ERP package)

2. copy the number to the clipboard (shortcut keys Ctrl+C, Ctrl+Ins or using the menu “Edit -> Copy”)

3. and to then paste the number from the clipboard (shortcut keys Ctrl+V or using the menu “Edit -> Paste”) into another application, such as “Notepad” or “MS Word”.

 

If you CANNOT select the number, ascertain whether:

  •  the contact data can be accessed by clicking the record, so that the telephone number can be selected.
  •  the user has enough user-rights in the application.
  •  there is a possibility for changing the layout or application functions so that the number can be selected and/or whether a dial button can be added. 

If one of the above options is available, you can consult your reseller to discuss exactly what is possible.

 

Use the callbutton from your application

The KeyLinkCTI Dialer tool gives you the option to connect the callbutton from your CRM/ERP software to the KeyLinkCTI software. Read more

 

Notification and caller recognition at inbound calls

To use customer identification based on the telephone number, you will need to be able to export a *.txt or *.csv file from the existing database/CRM server. The KeyLink CTI Server software will be able to import the exported file.The CTI server can be set to automatically import data every hour. Investigate what the possibilities are for automatically exporting data from the CRM package, so that the data is updated daily or several times a day.

A line of additional information based on the exported data is displayed on the PC of the employee whose telephone rings when an inbound call is received.

KeyLinkCTI klantherkenning in de Toast bij inkomend gesprek

 

 

Example of an export file from an end-user database

The database export has to be supplied as a text or csv file. At least one telephone number field has to be present. Several telephone number fields per record are also possible. A name field containing a company name or contact person must also be present. If the database has a customer code field or unique code per record, we also recommend you to export that field. The example below shows the first two records of an export file to a text/csv file:

“035-6990230”,”Key-link B.V.”,”1411 AT”,”Naarden”,”Energiestraat 16d”,”C0001”
“(067) 123 23 23”,”D.D. Pakhuis”,”1212 AZ”,”Goudrijk”,”Centenstraat 104”,”C0031”

In the example here:

  • The text delimiter is a ” (quotation mark)
  • The text delimiter is a ” (quotation mark)
  • field 1 is the Search field (telephone number field)
  • field 2 is the Name field (name field)
  • fields 3 to 6 are Custom fields, where field 6 contains the customer code. (Custom field)

Other characters may also be used for the “text delimiter” and “field separator” fields. There is no specified maximum for the number of fields per record that can be exported. However, we recommend keeping the number of fields as low as possible. The same fields must be exported in the same position for each record. Each record must end with a line feed (LF) and carriage return (CR). 

 

Open customercard within your CRM application

The user can choose to perfom an action, based on the caller’s information. The most obvious action is showing the contact card or customer screen of the caller within the CRM package (screenpop). Other actions include: automatically add a callback note, create a new contact with the caller’s phone number, etc.

To enable screenpop functionality with the KeyLinkCTI software you can choose from the following technologies:

  • use an interface (for example COM of DDE) which is made available by the producer of the CRM application.
    These couplings have been developed for SuperOffice, Outlook, Afas, Navision, SAP, Exact E-Synergy, etc..
  • In case of a webapplication a contact search kan be initiated using the KeyLinkCTI software requesting an URL containing the telephone number, for example: http://www.gevonden.cc/telefoonnummer/0356990230/)
  • For almost any application you can use the KeyLinkCTI software to emulate the actions performed by a user to find the caller’s details by using keystrokes macros.  These macros can easily be created using the KeyLink ScriptEditor tool, which is made available freely by KeyLink.
  • Furthermore, it is possible to execute DOS command using KeyLinkCTI software. The commands are pre-configured. You can set which parameters should be passed via the command, such as the number of the caller.

Further integration is also possible. You could build a module with softphone functionality in your CRM package. The module can then use CTI functionality like dial, answer, transfer and end calls. An example of this module is the KeyLinkCTI adapter of SalesForceCRM.

Finally, it is possible for the CRM developer to develop a customized interface tailored to the user’s requirements by making use of the KeyLink Event Server. Using the KeyLink Event Server, the user can easily control the telephone and understand the call traffic.