Special Features

Explore additional special features and functions in CRM.Phone.

The following topics are important if you use CRM.phone in combination with Aurea.CRM web:

Menu Actions instead of Actions in Tasks

Actions are not supported in Aurea.CRM web. Instead you can assign processes and menu actions.

For further details, see Aurea.CRM web Administrator Guide.

Four default processes are available:

  • PhoneNoHits
  • PhoneExpandRecord
  • PhoneNewAppointment
  • PhoneMultipleHits.

To edit the Aurea.CRM web settings:

  1. Open the Rights module.
  2. Select Extras >  CRM.phone Task from the menu.
  3. Enter the name of the process in the Process field under Aurea.CRM web Settings. The following processes can be entered:
    • No Hits: Enter PhoneNoHits in the No hits tab. If no record is found, the user can decide to start the person or company search or add a new record.
    • Exact hit: Enter PhoneExpandRecord or PhoneNewAppointment in the Exact hit tab. The PhoneExpandRecord process displays the record found in mask view. The PhoneNewAppointment process opens the tab view in order to add a new activity record for the record.
    • Multiple hits: Enter PhoneMultipleHits in the Multiple hits tab. The records returned are listed, and the user can select the desired record from the list.
  4. If instead of a process you want to use a menu action, enter its name into the Menu Action field. You can also use Menu Action parameters
  5. Enter the menu action that should be called instead of a process in the Menu Action field. You can also transfer parameters (e. g. the telephone number generated by the telephony system). For further details, see Transferring Parameters to Aurea.CRM web.
  6. Save the task.

Transferring Parameters to Aurea.CRM web

You can hand over the following parameters to the telephone system.

  • $. call.callingNumber: The telephone number of the current event, e. g. the caller's number or the dialled number.
  • $. call.redirectingID: The ACD number.
  • $. call.callData: The call data.
  • $. call.flags : This parameter is not handed over from the telephony system. It defines a condition's position (starting with "0") within a list of defined conditions defined for the current telephone profile. Example: If two conditions were defined for a call status, e.g. "Ringing", you can use this parameter to define which condition is applied.

These parameters can be used with every Menu Action defined in CRM.designer. It defines a conditions position within a list

Syntax example: " javascript :$ . call.CallingNumber "

Example: Handing over call data as a parameter to the Search

A Menu Action starts the Telephone & E-Mail search and hands over the call data as a Search parameter.

  1. Define an application menu action with the following parameters in CRM.designer (called CustomPhoneAction1 in the following graphic):
    • Template Action = SearchPhoneEmail
    • CallerId = javascript :$. call.number

  2. Define a task and assign the Menu Action.

  3. Assign this task to a condition and this condition to a telephone profile.

    If a CRM.phone condition applies you can add any child record to a single exact hit using the ExpandNew menu action.

    For this purpose, the link = Record parameter must be defined in the Input Arguments section of the menu action.

    Example: Add a new record if a CRM.phone condition applies

    A menu action add a ticket for a company or person that was found in the database. In addition, the call data is written to the Problem Description field (field no. 62 / BTB).

  1. Define an application menu action with the following parameters in CRM.designer (called CustomPhoneTicket in the following graphic):
    • Template Action = ExpandNew
    • CallerId = javascript :$. call.number

  2. Define a task and assign the Menu Action:

  3. Assign this task to a condition and this condition to a telephone profile.

Web Configuration Parameters

If you want to use CRM.phone in combination with Aurea.CRM web you must also define configuration parameters in CRM.designer.

These parameters are described in the phone Parameters topic of the CRM.Web Administrator Guide.

Tel-/E-Mail Search

Check whether the PE.EmailPhone value exists for in the Phone.EmailSearchListGroups special field group in CRM.designer. If this value does not exist, records in the Person (PE) info area are not listed in the search result. For further details, see Phone.EmailSearchListGroups in the Aurea.CRM Web Administrator Guide.

Automatically Updating CRM.phone in Aurea.CRM web

If you use CRM.phone with Aurea.CRM web, you can determine that new CRM.phone version are distributed automatically by the server to clients.

As CRM.phone needs to be installed locally on each Aurea.CRM web client, distributing the installer automatically simplifies the task of keeping all installations up to date.

CRM.phone must be installed on the server (using updateCRMphoneforCRMweb _<Release>_fullinstallation.msi) before you can distribute updates automatically. For details on installing CRM.phone, >> CRM.phone Installation Guide.

During the installation of CRM.phone, the file system is updated as follows:

  • The Setups directory is added, including the CRM.phone subdirectory. This directory contains the installer that needs to be distributed to clients.
  • The IIS_USRS group is assigned Read&Execute access rights required to this directory. If Aurea.CRM web is not running under the user CRM.phone is installed for, or the download is located on a different compute, ensure that the IIS_USRS group is assigned Read&Execute access rights to the directory containing the installers.
  • update CRMphone.manifest.xml is stored in the update.CRM web root directory or one of its subdirectories.
    This file contains the following information:
    • <version>: The installer’s version number
    • <url>: The URL of the download. This URL can also be defined as a path relative to the location of update CRMphone.manifest.xml (as in the example).
    • <description>: Short description of the download package
    Example: 
    <package>
   <version>8.0.240.55963</version>
      <url> updateCRMphoneforCRMweb_8.0.240.55963_fullinstallation.msi</url>
   <description>This is an upgrade for Aurea CRMphone</description>
</package>

To activate automatic updates:

  1. Download and install the CRM.phone hotfix on the server.
  2. Enter the path to the installers in the .. /web/system/settings/settings.xml file of your Aurea.CRM web installation. By default the installer is located in the Setups directory of the CRM.phone installation.
    Example:
    <update.server>
   <AutoUpdate>
      <SourceDirectory Path="C:\Program Files\update CRM\update CRMweb BTB\Setups"/>
   </AutoUpdate>
</update.server>
Note: You can also enter a path relative the Aurea.CRM web directory, e.g.: < SourceDirectory Path=" .. \Setups"/>

Each time a user logs on to Aurea.CRM web on a PC where CRM.phone is installed, the currently installed version of CRM.phone is compared to the version number in update CRMphone.manifest.xml. If the version installed has a lower version number, the user is informed that a more recent version is available for download.

The user can download the file and then execute the installer.

In order to use the new version, the user needs to close all browser windows and log on to Aurea.CRM web again.