Lotus Notes 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 Lotus Notes 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.


Lotus Notes 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


  • IP Address of the Server
  • Windows account username and password
  • Lotus Notes 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 'Lotus Notes' from the 'Type' dropdown box and then click the 'Set' button.


Lotus Notes integration configuration screen

On the Configuration group, you can choose to use the default user login details for Lotus Notes or you can use any other Lotus Notes user details that you have by clicking the 'Change ยป' button.


Lotus Notes integration configuration screen

New textboxes will be displayed for you to enter the username and password into and you will also need to enter the IP or location of the server.Your system administrator should know this if you don't.


If you have a default configuration of Lotus Notes, you should select 'names.nsf' in the 'Database' dropdown box.If you cannot see anything in there to be selected, click the 'List' button and have another go.


If your Lotus Notes has been customised and uses a database other than 'names.nsf' to store contact details, you should select your custom database from the 'Database' dropdown box instead.


Again, if you have a default configuration of Lotus Notes, select 'My Contacts' in the 'Form' dropdown box.If you usually use a customised view, select it instead of 'My Contacts'.Please note that the popping of incoming callers will only occur if you are using the view selected here in Lotus Notes and provided that the view is setup in the same way as the 'My Contacts' view i.e. have the same fields in the same order.


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

Notes:


  • This add-in is primarily designed to work with a default Lotus Notes configuration.
  • In circumstances where multiple Notes databases are used, the add-in can only pop records of the database currently active in Notes.

Testing

Integration test results

To test if the configuration worked, enter a phone number from your Lotus Notes 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 Lotus Notes, their details will also be displayed and you can 'pop' their Lotus Notes contact record by clicking the 'Lotus Notes' button in the window.


Incoming call in the Phone window

You can also pop recognized callers' Lotus Notes contact records by clicking the 'Lotus Notes' 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'.