Sage CRM 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 Sage CRM 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.


Sage CRM 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.


Please note:When you want to integrate with Sage CRM 7.2 the phone link and email link tables need to be exposed in web services, so you need to make the following change:

  • "Custom_Tables.bord_WebServiceTable" is set to null by default for PhoneLink and EmailLink and they need to be set to "Y"

If you don't do this we are unable to integrate into the Sage CRM.


In Sage CRM, Force Webservice log on will need to be set to 'Yes' if the following error occurs:'Web Service user already logged in. Please log out and try again'.


Information You'll Need


  • Windows account username and password
  • Sage CRM server URL, 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 'Sage CRM' from the 'Type' dropdown box and then click the 'Set' button.


Sage CRM integration configuration screen

On the Configuration group, enter your Sage CRM account login information.


Configuration - Sage CRM 2014 or higher

Sage CRM preferences window

You can find your Server URL by logging into Sage CRM and clicking the 'Administration' link near the top-left of the screen.When the new page loads, you should see the 'Manage My Account' icon directly underneath the 'Administration' link you just clicked.Click 'Manage My Account'.


Sage CRM preferences window

Another new page is loaded and you need to click the button called 'External Access', it's on the bar near the top of the screen.


Sage CRM preferences window

The server URL can found under 'Web Services' and displayed as the 'Connection String'.Make a note of it or copy it and then enter or paste it into the 'Server URL' textbox on the 'Configuration' group.

In the 'Entities' section, select the Sage CRM modules you want to be used by checking the corresponding boxes.


Configuration - Sage CRM older versions

Sage CRM preferences window

You can find your Server URL by logging into Sage CRM and clicking the 'Administration' link near the top-left of the screen.

Sage CRM preferences window

When the new page loads, you should see the 'Manage My Account' icon directly underneath the 'Administration' link you just clicked.Click 'Manage My Account'.


Sage CRM preferences window

Another new page is loaded and you need to click the button called 'Web Services Connection', it's on the bar near the top of the screen.The Server URL (which will start with 'https://') will be displayed on the screen.Make a note of it or copy it and then enter or paste it into the 'Server URL' textbox on the 'Configuration' group.


Enter your username and password into the appropriate textboxes.

In the 'Entities' section, select the Sage CRM contact types you want to be used by checking the corresponding boxes.

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 Sage CRM 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.

Sage CRM preferences window

If the following error occurs 'Web Service user already logged in. Please log out and try again', then check and set the Sage CRM Force Webservice log on to 'Yes'.This can be found by logging into Sage CRM and clicking 'Administration' link near the top-left of the screen.When the new page loads, you should see the 'System' icon towards the bottom of the list of icons underneath the 'Administration' link.Click the 'System' icon which will display a menu of options icons, from these select 'Web Service'.

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 Sage CRM, their details will also be displayed and you can 'pop' their Sage CRM contact record by clicking the 'Sage CRM' button in the window.


Incoming call in the Phone window

You can also pop recognized callers' Sage CRM contact records by clicking the 'Sage CRM' 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'.