This will enable the easier collection of information from phone calls into the Synergy database. It will also allow users to quickly review previous conversations and discussion topics which may be brought up in this call.
To begin, Resources log into their phone system. This informs the phone system the office and phone extension where the resource is located. An auxiliary phone table is created in the SQL database . This allows additional phone numbers to be used by the integration to identify incoming calls at the Account or Contact level.
When a call comes in, either the Account Card or Contact Card is pulled up in a “New” window. If the number is assigned to an Account, the Account Card will be shown; otherwise the Contact Card will be displayed. The appropriate Synergy screen-pop will appear on whatever client workstation the call is being received on, irregardless of whether the call comes in via a direct dial or transfer.
If the Caller’s ID is not recognized by Synergy, a Synergy Account Search window will appear on the screen in a new window. If the Resource determines that this is an additional phone number for an account or contact to be saved, they will be able to use the standard Synergy search functionality to select the relationship for the number and store the number. If the Resource does not wish to store this number to an Account or Contact, they close the window.
A modify button “Phone #s” on the Account Card and Contact Card will be added to allow maintenance of these unlimited additional phone numbers. When clicking on this button, maintenance of adding, modifying or deleting a phone number will be allowed. To change any of the standard Synergy Account or Contact phone numbers or other numbers displayed on the cards, a Resource will use the “Edit” button. The auxiliary table will only be used for additional numbers that are not displayed.
We have worked with Avaya phone systems, spoken with many other providers of phone systems and can modify our tool to work with these others. Please contact us for more details.
The cost of this tool is $5,000 for capturing Inbound Calls and displaying the card. Outbound calling can be added by customizations at an additional cost. It will require assistance from your phone purveyor to assist in this process.