Act! 2010 + 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.


For information on setting up dialing with Act! 2010 +, please click here.


This page will guide you through configuration and basic use of the CRM Connect Act! 2010 + 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! 2010 + 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! 2010 + 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! 2010 +' from the 'Type' dropdown box and then click the 'Set' button.


Act! 2010 + integration configuration screen

On the 'Configuration' group, you need to enter the details of your Act! 2010 + database.


Act! 2010 + database details

To find out where it is stored, go into Act! 2010 +, open the 'File' menu and click 'Open/Share Database' option.


Act! 2010 + database details

A new window will open listing the Act! 2010 + databases available along with the location.Make a note of the name and location of the required Act! 2010 + database.

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! 2010 + 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.


Act! 2010 + Tab to Pop

The 'Tab to Pop' option allows the user to choose which tab window is to be displayed on Screen Pop.To set the Tab to be displayed on Screen Pop, select the 'Tab to Pop' within ACT! that you require.The default will be first tab on the contact screen.The Tab's displayed on the 'Tab to Pop' list, 'Notes', 'History', 'Activity', 'Opportunity' and 'Web Info' are relevant for Company and Contact records whereas 'Group', 'Secondary Contact' and 'Relationship' are relevant for Contact records only.


The user can also enter their own tab entity name if known, for example, if they have a custom tab to pop.Please note this is the internal name of the tab and not the displayed name of the tab.


Act! 2010 + New Note windowAct! 2010 + New History window


Next the 'Create' entry allows the option to Screen Pop to either the 'New History' window or 'New Note' window.

For the record popping to work, ACT! will need to be open.

Select which of your Act! 2010 + 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! 2010 + 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! 2010 +, 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! 2010 + 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'.