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Configuring CRM Integrations – HEAT Help Desk Logging

Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab before reading below information

General Settings

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  • HEAT DSN – The address of access HEAT.
  • Credentials – This will be filled automatically according to the other settings below it.
  • Username – The name of the HEAT account to use.
  • Domain – The domain name of the HEAT account, if applicable.
  • Password – The password to the HEAT account.

 

The ‘Login’ button will test the credentials and advise when successful.

Incoming Call

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Screen Pop – Displays the Contact screen when the caller is found.

 

  • Never – The feature is disabled.
  • When Ringing – As soon as the call rings.
  • When Answered – When the agent has answered the call.

 

Log Call History – Creates a log of the call in the HEAT database.

 

Attach Recording – Creates a link to the call recording file in the HEAT database.

 

Ignore Internal Calls – Disables all integration features when the incoming call comes from an internal source.

 

Log Unlinked Call History – Creates a log of the call in HEAT, even when contact is not found.

Outgoing Call

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Screen Pop – Displays the Contact screen when the caller is found.

 

  • Never – The feature is disabled.
  • When Ringing – When the call is still ringing.
  • When Answered – When the agent has answered the call.

 

Log Call History – Creates a log of the call in the HEAT database.

 

Attach Recording – Creates a link to the call recording file in the HEAT database.

 

Ignore Internal Calls – Disables all integration features when calling an internal number.

 

Log Unlinked Call History – Creates a log of the call in HEAT, even when contact is not found.

Campaign Call

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Screen Pop – Displays the Contact screen when the caller is found.

 

  • Never – The feature is disabled.
  • When Presented – When the next campaign call is assigned to agent.
  • When Ringing – When the call is still ringing.
  • When Answered – When the agent has answered the call.

 

 Log Call History – Creates a log of the call in the HEAT database.

 

Attach Recording – Creates a link to the call recording file in the HEAT database.

Email

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 Screen Pop – Displays the Contact screen when the caller is found.

 

  • Never – The feature is disabled.
  • When Presented – When the email is assigned to agent.

 

 Log Email in History – Creates a log of the email in HEAT database.

HEAT Remote Integration

General Settings

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  • HEAT Gateway Server  – The address of access HEAT Gateway Server.
  • Screen Pop URL – Url of Heat Application to allow screen pops
  • Credentials – This will be filled automatically according to the other settings below it.
  • Username – The name of the HEAT Remote account to use.
  • Domain – The domain name of the HEAT Remote account, if applicable.
  • Password – The password to the HEAT Remote account.

 

The ‘Login’ button will test the credentials and advise when successful.

Incoming Call

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Screen Pop – Displays the Contact screen when the caller is found.

 

  • Never – The feature is disabled.
  • When Ringing – As soon as the call rings.
  • When Answered – When the agent has answered the call.

 

Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.

Log Call History – Creates a log of the call in the HEAT database.

Attach Recording – Creates a link to the call recording file in the HEAT database.

Ignore Internal Calls – Disables all integration features when the incoming call comes from an internal source.

Pop Unlinked Journal – Displays new Phone Call Activity even when contact is not found in HEAT Remote.

Log Unlinked Call History – Creates a log of the call in HEAT Remote even when contact is not found in HEAT Remote.

Create Callback Task – Creates a Task to remind agent of the missed call.

Create Unlinked Callback – Creates a Task to remind agent of the missed call, even when contact is not found in HEAT Remote Gateway.

Outgoing Call

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Screen Pop – Displays the Contact screen when the caller is found.

  • Never – The feature is disabled.
  • When Ringing – When the call is still ringing.
  • When Answered – When the agent has answered the call.

Log Call History – Creates a log of the call in the HEAT database.

Attach Recording – Creates a link to the call recording file in the HTEAT database.

Ignore Internal Calls – Disables all integration features when calling an internal number.

Pop Unlinked Journal – Displays new Phone Call Activity even when contact is not found in HEAT Remote.

Log Unlinked Call History – Creates a log of the call in HEAT, even when contact is not found.

Campaign Call

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Screen Pop – Displays the Contact screen when the caller is found.

 

  • Never – The feature is disabled.
  • When Presented – When the next campaign call is assigned to agent.
  • When Ringing – When the call is still ringing.
  • When Answered – When the agent has answered the call.

 

 Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.

 

Log Call History – Creates a log of the call in the HEAT database.

 

Attach Recording – Creates a link to the call recording file in the HEAT database.

Email

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Screen Pop – Displays the Contact screen when the caller is found.

 

  • Never – The feature is disabled.
  • When Presented – When the email is assigned to agent.

 

Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.

 

Log Email in History – Creates a log of the email in HEAT database.

 

 

 

 

 

 

 

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