Setting up and using CRM Integrator on Digital Voice for Business

Before setting up CRM Integrator, a Digital Voice for Business administrator must create the user and assign the right package and add-ons to them.

To do this:

1. Log in to My Account as an administrator.
2. Select Products & Services from the top menu, then choose Digital Voice for Business from the dropdown.
3. Click Advanced settings in the top right corner – a new tab will open.
4. You will either be prompted to:
   • Complete the “quick setup” where you can create any new users.
   • Or If setup’s already been completed, you’ll be taken to the Digital Voice for Business dashboard screen.
5. If setup’s already been completed and you land on the dashboard, scroll down to find the Users tile. Select the Add new user button on the right side of the screen.
6. Once you’ve done this, go to User details. Choose Individual User as the user type, and enter the email address for the person you’re setting up.
   Note: this is important as we’ll use this email address to set up all the user’s Digital Voice for Business applications, including CRM Integrator.
7. Then, select Go to packages and choose the Digital Voice for Business package for your user. You’ll see the package types available and how many licences are left. You can only select one package per user. On the screen, you can also select Learn more to check what each package includes.
8. Select Go to packages and choose the Digital Voice for Business package for the user. Note: CRM Integrator must have been purchased as an add-on to Enhanced or Extra before attempting setup.
9. Under Choose optional add-ons, select CRM Integrator for the user.
10. Choose the CRM Integrator deployment option for the user: Desktop app (default), or Cloud.
11. Complete the remaining steps to create the user. Repeat the process for any other users who need CRM Integrator.

You now need to connect and configure CRM Integrator for the specific CRM system your business uses.

Note: only one Admin needs to do this. Once it's been done, your CRM will be connected and configured for all Users.

The exact CRM Integrator features available will depend on the CRM system your business uses and whether you choose the Desktop or Cloud app option. Visit the CRM Marketplace, and find out what options are available to you.

To connect CRM Integrator to your CRM:

1. Log in to the Digital Voice for Business portal.
2. You'll now need to navigate to the User section and select your Admin profile.
3. Select Features and find CRM Integrator – select Manage.
4. Scroll down to the Manage integrators section where you will see the configurator tool.
   Important: Do not modify any settings in the Phone Connectors tab as this will stop your CRM Integrator service working after setup.
5. Click on the CRM Connectors tab and type your CRM’s name into the search bar labelled “Search CRM Connector”.
6. Add the CRM connector for your supported CRM. Note: If your business uses more than one CRM, CRM Integrator supports multiple CRM connectors.
7. Select the desired CRM connector by turning on the slider for your CRM – here’s an example:

Configure the customer pop-up experience

Depending on your chosen application type (Desktop or Cloud), you can now configure the customer pop-up experience, including pop-up settings, content and buttons, as required for your workflow.

For more details on how to do this:

1. Log in to either:

• Knowledge Base for Desktop app setup, using your My Account login details.
• Knowledge Base for Cloud app setup, using your My Account login details.

2. In the search bar, type in British Telecom.

3. Click on British Telecom and you’ll be taken to My Account to log in with your My Account details.

4. If you experience any issues, you can also create an account by selecting Or continue with email and password.

Note: Your login details will be remembered so you don’t need to login in each time you need to access the Knowledge Base.

With the Clone Profiles feature, it’s possible to roll out a configuration to all selected users at the same time. This will make your configuration time for one user the same as for 500 users.

Please note, when you use this feature you’re cloning an exact copy of one user’s profile. If you have a specific user’s data under the account, this will be copied to all users. To exclude or replace specific user information, templates can be created.

Note: The Clone Profiles feature does not create new users. Clone Profiles only rolls out the configuration to users who have already been created. If you haven’t already done so, you’ll need to create the new users first, as outlined in Step 1.

To use the Clones Profile feature:

1. Log in to the Digital Voice for Business portal.
2. Select Features, search for CRM Integrator and select Manage.
3. Scroll down to the Manage integrators section where you will find the configurator tool.
4. Click on Clone Profiles within the configurator tool.
5. Finally, follow the steps in the Knowledge Base Clone Profiles guide.

If a user has both CRM Integrator and Call Recording Pro, recording summaries can be uploaded automatically to supported CRM systems.

Before switching this feature on, note that:

• Both CRM Integrator and Call Recording Pro licences must be assigned to the same user for this integration.
• CRM Integrator must already be set up for the user first before switching this feature on.

To switch this feature on:

1. Log in to the Digital Voice for Business portal.
2. Go to the User section within the Business portal, and search for the user you want to switch this feature on for.
3. Select Features, search for CRM Integrator, and select Manage.
   Important: Ensure CRM Integrator is set up for the user first before turning this feature on.
4. Under Automatically send call summaries to your CRM, there’s a tick box that should say Sending call summaries is OFF.
5. Tick the box to switch this to ON.
6. Please wait until Sending call summaries is ON appears before navigating away from the page.

Once CRM Integrator has been set up by your admin and assigned to you, you can start using it.

To access it for the first time:

1. Log in to My Account.
2. Under Products & Services, select Digital Voice for Business, then scroll down to the Applications section on the dashboard.
3. Look for CRM Integrator. You will only see the CRM Integrator app type assigned to you – either Desktop or Cloud.
4. If you have the Desktop option, download the installer for your device’s operating system from the Applications page, then follow the installation steps on your device.
5. If you have the Cloud option, download the plugin for either Chrome or Edge web browsers from the Applications page, then follow the installation steps on your device.
6. Review your app settings and configure click-to-dial to start calls for your CRM, if available.

You can use the Webex CRM plugin so CRM Integrator can be used from within the Webex app during calls.

1. Log in to My Account.
2. Under Products & Services, select Digital Voice for Business, then scroll down to the Applications section on the dashboard.
3. Download the Webex plugin, then follow the installation steps on your device.
4. Then log in with your My Account log in details – that’s all you need to do.

Note: The configuration of the CRM Integrator app will remain based on how you set it up – only the application where the notification appears is different. For example, in the Webex app instead of the CRM Integrator app.

Just make sure your app version is up to date, and disable the CRM Integrator app's native pop-up notification in the configurator tool (outlined in Step 2 of Setting up CRM Integrator).