ACT! 2007-2009 Addin Guide




This Addin Guide contains proprietary information and shall not be used, disclosed, reproduced or shared, in whole or in part, without the prior written consent of the application developer.Should you need to do this or require further clarification, please contact the CRM Connect support desk quoting your serial number.




This page will guide you through configuration and basic use of the CRM Connect ACT! 2007-2009 Add-in.It is expected that you are already familiar with the Address Book, Call History and Preview window, and the basic concepts of integration and screen popping using the Add-ins.See the 'User Guide' for these topics.


ACT! 2007-2009 and the database used to store your contact data should already be installed and working normally before proceeding with this integration.


CRM Connect must also be installed already with the initial configuration completed.If this is not the case, please see the 'Technical Installation Guide' or consult your system administrator.


Information You'll Need


  • Windows account username and password
  • ACT! 2007-2009 database name and filepath, username and password (if password protected)*


*Instructions on where to find this information are given below if required.


Configuration

Add new integration

Right-click the CRM Connect tray icon in the system tray menu and then left-click the 'Configuration' option from the menu that pops up, this will open the 'configuration' screen.In the 'Integration' area, click the 'Add new' button, select 'ACT! 2007-2009' from the 'Type' dropdown box and then click the 'Set' button.


Act! 2007-2009 integration configuration screen

On the 'Configuration' group, you need to enter the details of your ACT! 2007-2009 database.


Act! 2007-2009 database details

To find out where it is stored, go into ACT! 2007-2009, open the 'Tools' menu and click 'Preferences'.


A new window will open with lots of tabs so click on the 'General' tab if it is not already selected.In the 'Personal File Locations' section, select 'Databases' in the 'File type' dropdown box to display the location of your ACT! 2007-2009 database - make a note of it.


Back on the CRM Connect 'Configuration' group, click the 'Browse…' button, navigate to the location you just made a note of and then click on the ACT! 2007-2009 database you wish to integrate with; you're looking for a .pad file.If you're not sure which the correct file is, consult your system administrator.


If the database is password protected, enter the 'Username' and 'Password' to use to open the database.


Select which of your ACT! 2007-2009 contact types you want to be used by checking the corresponding boxes in the 'Entities' section.

Click the 'Save' button to store the information you've entered and apply the configuration.


Testing

Integration test results

To test if the configuration worked, enter a phone number from your ACT! 2007-2009 account into the 'Telephone' box in the 'Integration test' area and click the 'Search' button.The results will be displayed after a few seconds.

The test area results should look similar to the results showing in the image here.If the test does not work, go to the 'Log' page of configuration and turn on logging, then do the test again and see if there are any errors in the log.

Functionality


Incoming call in the Preview window

When a call comes in, the CRM Connect 'Preview Window' will pop up and display the phone number that is calling.If the caller is recognized as one of your contacts from ACT!, their details will also be displayed and you can 'pop' their ACT! contact record by clicking the 'ACT!' button in the window.


Incoming call in the Phone window

You can also pop recognized callers' ACT! 2007-2009 contact records by clicking the 'ACT!' button on the 'Phone Window'.


Deflecting a call

Calls can be deflected to another extension before answering them by clicking the 'Deflect' button, entering the extension number into the 'Number' box and then clicking the 'Deflect' button next to it or pressing 'Enter'.


Answer button

To answer a call on either the 'Preview' or 'Phone' window, you just need to click the 'Answer' button.


Consulting a co-worker

To speak to a colleague during an active call, click the 'Consult' button, enter the extension number into the 'Number' box and then click the 'Consult' button next to it or press 'Enter'.The active call is automatically held.To end the call to your colleague and resume the held call, click 'Cancel'.


Transfering a call

To transfer a call to another extension, click the 'Transfer' button, enter the extension number into the 'Number' box and then click the 'Transfer' button next to it or press 'Enter'.