CRM.phone

CRM.phone provides a direct connection to the customer data stored in Aurea CRM, allowing you to access this data immediately.

Telephone numbers or Skype IDs are dialed and inbound calls assigned to a company or person via the underlying telecommunication system, like TAPI or Skype for Business. To be able to assign telephone numbers correctly, incoming calls need to be identified by the CRM.phone and a corresponding entry found in Aurea CRM's database.

Data from the call, e.g. the call status, can be embedded into complex processes (workflows) and processed by Aurea CRM.

You can use CRM.phone directly from within Aurea CRM win (TAPI only) and Aurea CRM web (TAPI and Skype for Business). You can access standard telephony functions from within both applications using the CRM.phone toolbar. The toolbar also provides access to the CRM.phone and CRM.phone Actions dialog boxes. The CRM.phone dialog box also provides an overview of the number and status of telephone lines and allows you to access the call history and telephone book. The CRM.phone Actions dialog box displays information including details of a call.

The CRM.phone interface is easy to use, and if you are already familiar with Aurea CRM, you can find your way around very quickly. This document provides an overview of the design, functionality, and features in CRM.phone.

CRM.phone provides the following functions:

• Standard telephony functions for land lines and mobile networks
• Caller recognition
• Access to customer information during a call
• New activity records for calls
• Dial options for outgoing calls
• Automatic call duration logging
• Conference calls
• Call history, allowing processes to be optimized
• Processing options in Aurea CRM win and Aurea CRM web using appropriate workflows
• Integration with any telephone system that supports TAPI 2.x or higher.