Sugar 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 Sugar 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.


Sugar 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.


Information You'll Need


  • Windows account username and password
  • Sugar CRM 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 'Sugar CRM' from the 'Type' dropdown box and then click the 'Set' button.


Sugar CRM integration configuration screen

On the Configuration group, enter your Sugar account login information.

In the 'URL' text box, you need to enter the unique web address you go to to access your Sugar account online e.g. http://www.sugarcrm.com/xample1234/.This will have been emailed to you when you signed up.

In the 'Modules' section, select the Sugar CRM account contact types you want to be used by ticking 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 Sugar 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.


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



Incoming call in the Phone window

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