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Configuring CRM Configurations - ACT!

When CyDesk is integrated with ACT!, it provides services such as popping a contact record on an incoming call, dialing contact numbers from within ACT! etc. Sets of configuration options can be grouped into profiles, and these profiles are assigned to agents. This ensures that a set of agents all have the same options set and allows flexibility in the options agents can possess.

The ACT! tab within CyDesk Manager contains a list of the ACT! integration profiles. A new profile can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.

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Incoming Calls

  • Screen Pop Known Numbers – If the contact’s number is found in ACT!, the contact record will be opened in ACT!. The screen pop will not occur if the users current record in ACT! requires saving.
  •  ‘Record History…’ when answered – When an incoming call is answered, the ‘Record History…’ windows will be opened to allow agent to enter details of the call they are receiving, to be stored in the History for that contact.
  •  New Number ‘Lookup Contact’ – If the caller cannot be identified, this option will enable ACT! to display the ‘Lookup Contact’ screen.
  •  Log Answered Calls – Generate automatic entries into the ACT! History for incoming calls that are answered.
  • Log Unanswered Calls – Generate automatic entries in the ACT! History for incoming calls that are missed.
  • Schedule Call Back – When enabled, a ‘Call’ Activity will be scheduled to return the missed call.
  • Link CyRecord Files in History - When enabled, a link to the call recording file will be added to the ACT! History Tab to allow subsequent playback of the recording.

Outgoing Calls

  • Screen Pop Known Numbers - If the contact’s number is found in ACT!, the contact record will be opened in ACT!
  • ‘Record History…’ when answered – When the outgoing call is answered, the ‘Record History…’ windows will opened to allow agent to enter details of the call they are making, to be stored in the History for that contact.
  • New Number ‘Lookup Contact’ – If the caller cannot be identified, this option will enable ACT! to display the ‘Lookup Contact’ screen.
  • Log Outgoing Calls – Generate automatic entries into the ACT! History for all outgoing calls.
  • Link CyRecord Files in History - When enabled, a link to the call recording file will be added to the ACT! History Tab to allow subsequent playback of the recording.

The ‘Integration’ setting must be changed to ACT! and the profile can be selected from the ‘Profile’ drop down list in the Agent configuration screen as shown below.

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Both CyDesk and ACT! must be running for this integration to work.

Additional Client Configuration

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DESK.ACT.Plugin.dll can be found in the installation folder of CyDesk, and it will need to be manually copied to the Plug-ins folder of ACT to enable the integration. Note that this integration will only work with the .NET Versions of ACT!, i.e. ACT! Version 7, 2005 etc and subsequent versions.

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