1 2. Database Integration “CRM Extensions” by ilink This software helps Panasonic Communication...
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Transcript of 1 2. Database Integration “CRM Extensions” by ilink This software helps Panasonic Communication...
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2. Database Integration“CRM Extensions”
by ilink
This software helps This software helps Panasonic Communication AssistantPanasonic Communication Assistant to integrate to integrate with with CRM databaseCRM database. This software is useful for . This software is useful for call center clientcall center client to to display customer information automatically. display customer information automatically.
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OfficeLAN
RingRing
2-1. CRM Extensions by ilink
IntroductionWhen extension user receives an incoming call, caller information such as name can be displayed on PC using Panasonic CA software based on contact list (phone book) of MS outlook.If “iLink CRM Extensions” is installed on Panasonic CA, other CRM application is also available including web phone book on internet.
Telephone Company
Customer012-345-6789
Dial060-1234-102
EXT 101060-1234-101
EXT 102060-1234-102
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Web phone book
PC
SusanWhite 012-345-6789
CRM database
PC
012-345-6789
Telephone Company
Technical Diagram - Receiving Calls
CRM Database
0123334444 Mike Green
0123456789 Susan White
: :
CAby Panasonic
CRM Extensionsby ilink
SusanWhite 012-345-6789
012-345-6789
012-345-6789
CRM database on server (not only insame PC) is also available.
012-345-6789
Telephone Company
Web Phone Book
0123334444 Mike Green
0123456789 Susan White
: :
CAby Panasonic
CRM Extensionsby ilink
012-345-6789
012-345-6789
Internet
This I/F from CA can be opened for other software vender.
2-2. CRM Extensions by ilink
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List of supported CRM application
Specifications – Receiving Calls (CRM Application)Not only (1) caller information in window of “ilink CRM Extensions” but also (2) Window of CRM application database for the caller can be displayed.
(2) Window of CRM application
(1) Window of “ilink CRM Extensions”
Lotus Notes
MS Access and so onby ODBC I/F
2-3. CRM Extensions by ilink
*) “Open Contact” is not available for ODBC.
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Specifications – Receiving Calls (Web Phone Book)Caller information can be displayed on window of “iLink CRM Extensions”based on web phone book on internet.
http://www.dasoertliche.de/Controller?topKw=0&form_name=search_nat&context=0&choose=true&page=0&rci=yes&action=43&kw=ilink
List of supported web phone book
2-4. CRM Extensions by ilink
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Drag & Drop DialSelect phone number.Drag and drop to iLink icon.
Available for MS Outlook, MS Word and so on
Other Application
Space, -, (, ) + and so on should not be included as phone number.
Clipboard DialCopy phone number onother application andselect “Call”.
Right Click
This feature is same as Panasonic CA.
Specifications – Making CallsMaking a call is also available using CRM Application.3 types of operation are supported.
Hotkey DialSelect phone number on other application and press hot key.
This feature is same as Panasonic CA.
They can be included for same feature of CA.
I/F to CA can be opened for other software vender.
2-5. CRM Extensions by ilink
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ConditionsSupported language is English and German.If OS is German, German is displayed.If OS is not German, English is displayed.
“Phone and Modem” in control panel of windows has to be assigned correctly for web phone book.
2-6. CRM Extensions by ilink
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Installation (CA)CRM Integration has to be enabled by options. CA version has to be version 4 or later.CA mode should be Pro, Supervisor or Operator Console. (Not Basic).Dial modification table of CA is applied to making a call from ilink also.
2-7. CRM Extensions by ilink
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Step 3) Select database to link for incoming call.
Step 2) Select “Setting” by right click.
Step 1) Install software.
CA has to be closed.
Installation (ilink CRM Extensions)
Step 4) Restart PC. “Panasonic CA” and “ilink CRM Extensions” starts automatically.
2-8. CRM Extensions by ilink
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Programming Hint for Demonstration using MS Access 1/3
LANHub
Dial 0/9-060-1234-101
Ext 101060-1234-101
Ext 102060-1234-102
Ext 333012-4444-333 (as Customer)
H.323 loopback is useful to make caller ID as you hope.
2-9. CRM Extensions by ilink
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Programming Hint for Demonstration using MS Access 3/3
SELECT name, company, section, zipcode, address, email
FROM Phonebook
WHERE (phonenumber = '<NUMBER>')
Copy above text.
Access database for this example is provided by email for your demo.
2-11. CRM Extensions by ilink
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Contact
Contact above for followings and so on.- get latest software and manual.- buy software license.- report software trouble.- request feature improvement.
Contact POLTYS INC in USA and Canada. POLTYS INC is distributer of ilink Kommunikationssysteme GmbH in USA and Canada.
http://www.ilink.de/en/index.html
2-12. CRM Extensions by ilink