Microsoft Dynamics CRM Integration

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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 (but see note below regarding extensions extensions on the mobile version of Chrome).

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.

At the Play store download the extension by clicking Add to Chrome on the top right corner.

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

You will be prompted to approve to Add Extension (or Cancel) with the permissions the extension will be granted. The extension will be 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 to 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.

Extension Options

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

Clicking Telebroad Click2Call will just take you back to the Google Play store where you can also click Remove from Chrome to uninstall the extension. 

Clicking This can read and change site data option let you determines the permissions for the extension.  Select to make it active On all sites, only on the site the browser is currently focusing on (On in the example... so if you have other tabs or pages, the extension will not function on them), or for selective activation you can make it active only When you click the extension.

Click Hide in the Chrome menu if you need to free up space in chrome bar. To unhide it click drag leftward from the edge of the address bar, just next to the star (bookmark) icon.

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

Manage extensions has several additional options that duplicate the choices discussed here already. Two that are more useful are the On toggle and the Allow in incognito. Use the former when you want to temporarily disable the extension for any reason instead of uninstalling it. Use the later if you work in Chrome's incognito mode to protect your privacy.

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 check 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 address. A reset code will be sent to your email. Enter it in the OTP field and then enter a new password.

A welcome web page will be shown once your login. 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 popular 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 (no need to disable it on any other web pages.) Click the AddBlock Plus icon and drag the Block ads on: toggle to the off position. Click Refresh

If the CRM Integrations still doesn't work try disabling other Chrome extensions to find the culprit. Access extensions from the Chrome menu under More tools.

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   . To open it again (without clicking on a number) click   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   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   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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