CRM Integration

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Installing and Removing the Extension

More Extension Menu Operations

Logging In

Disabling Adblock Plus

Making Calls

Received Calls and Automatic Cross Referencing

Taking Call Notes

CRM Pointer Notifications



The CRM Integration is a browser extension that gives direct dialing functionality to users of Microsoft’s Dynamics CRM, one of the more popular Customer Relationship Management platforms on the market.  Additional key features of the extension provide streamlined and increased productivity for any call center or business that handle large call volumes.

This extension works only on Google's Chrome web browser. If you try to install it from another browser you will be taken to the Chrome web store and be prompted to download the browser itself. If you don't have it you can install also it from here.


  • Call your clients directly from Microsoft’s dynamics CRM, without switching to an outside application.

  • Access clients' records with automatic caller ID cross referencing.

  • Automatic call details logging.

  • Never lose track of notes with a floating notes window.

Installation and Removal


Installing the CRM Integration


The CRM Integration extension installation can be accessed from Telebroad's home page by clicking on Apps on the top menu.



If you are using a phone or a tablet access Apps from the side menu. 



Scroll down and find CRM Integration in the "Apps and integrations for your daily needs" section.



Click it and a pop up window will open, where you can click Get It Now to be taken to the Google play store,  where you can download the extension from by clicking Add to Chrome on the top right corner.



You can also access the extension on the Play Store directly from this URL:

https://chrome.google.com/webstore/detail/telebroad-crm-integration/kaoboliaiijekgmbfikhndgppicdgblo?hl=en


You will be prompted to approve adding the extension. It will then get downloaded and automatically installed on your Chrome browser. Its icon will appear in the chrome window top right corner, just next to the Chrome menu and next the right of the address bar.


Note that currently mobile versions of Chrome do not support extensions at all. If you try to install the CRM Integration from your mobile you will be asked to Add to Desktop. The extension will then get installed on any desktop computer where you are signed in to Chrome.



Uninstalling the CRM Integration


There are two ways you can uninstall the extension:


  •  Right-click the icon and select Remove from Chrome... 



  • Or, if you have hidden the Integration's icon, click on Chrome's menu and select Extensions>More tools. Find the Telebroad CRM integration extension and click Remove or just turn it off by clicking on the toggle.



More Extension Menu Operations

There are several more operations you can perform from the menu of the extension, accessible when you right-click its icon.


  • Click Hide in the Chrome menu if you need to free up space in chrome bar.


  • Instead of uninstalling the extension you have the choice of turning it off temporarily as noted above or by clicking on Manage extensions and toggle the on/off switch.


    On an older version of Chrome you will need to uncheck the Enabled field instead.

  • On the Manage Extensions screen you can also enable the operation of the extension in Chrome's incognito's mode, which is useful for keeping your Dynamics login credentials confidential.



  • Clicking Options will take you to the welcome screen, where you can log out (see below).


Logging In


You need to login into your Teleconsole account to allow the extension to use it for dialing. The login screen will open automatically on your chrome browser after you have installed the extension. If it has not, just click the icon of the extension.  Enter your Teleconsole credentials and click Log in. You can checkmark Remember Me to avoid having to retype your password in the future. 


Click Forgot Password? if you need to reset your password. You will be asked to provide your email, where instructions will be sent to.  



After login in, you will be taken to a welcome screen. It is optional if you want to keep this screen opened or not. The integration will keep functioning even without it.

If you do want to Log Out (perhaps to use a different Teleconsole account,) just click the    icon on the top right corner.



Disabling Adblock Plus


Adblock Plus is a very useful free extension for Chrome that improves your web surfing experience.


However, the extension creates a conflict with the CRM Integration and disrupts some of its functionality.


To fix that, simply disable Ad Blocker for the web page or tab from which the MS Dynamics CRM is running from (no need to disable it on any other web pages). Click Enabled on this site to disable as blocking. 




Making Calls


The CRM Integration converts all the phone numbers in the CRM to clickable buttons.  You know this is working because when you hover over a number a small bubble with the number will appear. Also, you will see a small phone icon next to the number (but this depends if there is space to display it).


Dialing is as simple as clicking the number. The integration hovering calls window will open. Click Dial to make the call.  




If you want to close the calls window click the   icon. To open it again (without clicking on a number), click the phone icon   on the bottom right corner


Note that if you have Skype installed on your computer, the phone numbers in the CRM may have already been converted to Skype links that overrides integration. Clicking them will take you out to the external Skype program, making your workflow much less efficient. To use the CRM Integration, just click the phone number icon next to the Skype converted link. You may need to actually open the record or account of a contact to do so.




Received Calls and Automatic Cross Referencing


When a client or a contact calls you on your Telebroad number, you will be able to receive the call directly in the CRM. 


Furthermore, the CRM Integration automatically cross reference the caller ID of the inbound call with existing CRM records. If any matching records are found they are displayed in the calls window. Click any record and the contact or client file will open, saving you the hassle of having to search for it.


All records for the caller ID will be displayed, so you can choose to open either the Contact, the Account, or any other record where it is found.  Once you make a selection, you can enter call notes (see below).



The system will display a message "Oops.. This contact is not found" if you receive a call from an unrecognized caller ID. You can still accept the call, regardless.




Taking Call Notes


To take call notes first make a selection from all the automatically cross referenced records as explained above. The notes will only be logged to the record you selected, until you change your selection. So if you choose a client's account, notes will be logged into this and not into any other record where his number appears. 


Once you make a selection you can enter notes at the bottom of the call window. The notes will be recorded under the activities tab of the contact or account. 


Since the call window is floating your notes will be logged even if you switch to any other part of the CRM. This freedom to move about Dynamics makes for a much more efficient workflow. 



If you want to switch between the account and the contact of the record click the X icon next to the name of the caller in the call window. That will bring back the record selection window as shown above.



 

CRM Pointer Notifications


The CRM Pointer is a Windows plugin that adds functionality of desktop notifications or automatic web site searches about incoming and outgoing calls.


It requires a separate installation. You can read about how to install it and how to use it here


The notifications are marked with green icon  for incoming calls and blue icon    for outgoing calls. 


Interestingly enough, if you make an outgoing call you will get both an outgoing notification as well as an incoming one. This is because the system is setup for automatic answering. It dials you and the number you called simultaneously and effectively creates a mini-conference call. 


You can click the Open URL button to search information about the corresponding phone number in the default web browser. This may show search results with the website of the company of the caller or some relevant sites.



The CRM pointer call log can be accessed from system tray.  Clicking on the green telephone icon or the Telebroad icon (they flash intermittently) will open a log of the calls you made or received. You can click the X icon next to any call record to dismiss it from the list. You can also Dismiss All records or open the Settings... for the pointer.


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