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Learn to configure Communication Centre Business Definitions that will determine the overall behaviour of the Communication Centre

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Table of Contents

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Navigating to Communication Centre Definitions

Info

CONFIGURATION > CRM APPLICATION > COMMUNICATION CENTRE > SET UP BUSINESS

What are Communication Centre Definitions?

Communication Centre Definitions are used to establish general business rules related to the functionality of the Communication Centre.

Communication Centre Definitions can be edited, deleted and have their Life Cycle State changed given that Validations & Restrictions are met.

  • Navigate to Communication Centre  Definitions and explore existing records via the Summary page. 

  • Click on the link (name or number) of the record of your interest to access the Data Entry page and see more detail

  • Use the Actions Menu to create a NEW Definition, modify (EDIT), or DELETE an existing one.  

  • Use BACK to return to the Summary page and CANCEL to revert any unwanted changes made to the Definition. 

Check the Validations & Restrictions Table below for a list of available Actions when working with Communication Centre, including each Action's related validations and restrictions.  View the Attributes Table for a comprehensive description of the Communication Centre fields.

Communication Centre DefinitionsImage Added

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Validations & Restrictions

ActionValidationsRestrictions
General
  • Multiple Communication Centre Definitions can exist in the system, but each one should have a unique Name and Alternative Code
  • Only one 'Active' Communication Centre Definition can exist at any given time
  • If there is no 'Active' Definition, then Communication Centre processes cannot be performed
Delete
  • A Definition can be deleted as long as it is not the 'Active' one
  • Not Applicable

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Attributes

An * indicates a field is mandatory 

Hostname

Name

Description

Main Information
 NumberAn auto-generated number that uniquely identifies the Communication Centre Definitions
 Name*The name of the Definition
 Alternative code*An alternative code for the Definition. Unless otherwise specified, the codes for new Definitions default to the Definition's Name initials in capital letters.
DescriptionA description for the Definition
StateThe state of the Definition which can be 'Active' or 'Inactive'. Only one 'Active' Definition can exist at a time.

Number of Records

Status
colourGreen
titleAvailable from CRM.COM R10.0.0

Defines the maximum number of records that will be displayed in all of the Communication Centre's sections.

If not specified, no restrictions will be applied so all information of the corresponding entity will be displayed. If specified, then in all entity sections, the specified number of records will be displayed.

Search Settings

Provides a list of available search settings divided by area

Search Operator

The default search operator that will be used in Quick and Advanced Search. The options are:

    • = : Equal, an exact match is required

    • Like : Use the "%" in front or behind the text of what you would like to search, or just type the Beginning of the word without using '%'

Contact Information

The Contact Information search fields that, once enabled, will be made available for searching for a contact. The supported search fields are the following:

  • Full name
  • First name
  • Last name
  • Middle name
  • ID Number
  • Social security Number
  • Company name
  • Company registration Number
  • Company VAT registration Number
  • Phone Number
  • Email

The fields available and the order in which they will appear in each Search can be specified.

  • Quick Search
    • Quick Search Display Order
  • Advanced Search
Address

The Address search fields that, once enabled, will be made available for searching for a contact. The supported search fields are the following:

  • Street name
  • Street Number
  • Area
  • Town City
  • District
  • Municipality
  • Postal Code
  • PO Box
  • PO Box Postal Code

The fields available and the order in which they will appear in each Search can be specified.

  • Quick Search
    • Quick Search Display Order
  • Advanced Search
Accounts ReceivableThe Accounts Receivable search fields that, once enabled, will be made available for searching for a contact. The supported search fields are the following:
  • Accounts Receivable Number
  • Bill Number
  • Wallet Number
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0

The fields available and the order in which they will appear in each Search can be specified.

  • Quick Search
    • Quick Search Display Order
  • Advanced Search
Subscriptions

The Subscription search fields that, once enabled, will be made available for searching for a contact. The supported search fields are the following:

  • Subscription Number
  • Subscription installed item serial Number
  • Subscription installed item alternative code

The fields available and the order in which they will appear in each Search can be specified.

  • Quick Search
    • Quick Search Display Order
  • Advanced Search

Access Tokens

Status
colourGreen
titleAvailable from CRM.COM R10.0.0

The Access Token search fields that, once enabled, will be made available for searching for a contact. The supported search fields are the following:

  • Authentication code
  • Identifier

The fields available and the order in which they will appear in each Search can be specified.

  • Quick Search
    • Quick Search Display Order
  • Advanced Search

Rewards Participants

Status
colourGreen
titleAvailable from CRM.COM R10.0.0

The Rewards Participant search fields that, once enabled, will be made available for searching for a contact. The supported search fields are the following:

  • Rewards Participant Number

The fields available and the order in which they will appear in each Search can be specified.

  • Quick Search
    • Quick Search Display Order
  • Advanced Search

Communications

Status
colourGreen
titleAvailable from CRM.COM R10.0.0

Defines the maximum number of Communications created by the logged in user, which should be retrieved when searching for a contact based on logged Communications. If specified, the logged Communications are retrieved in chronological descending order (latest first).

Allowed Actions

Allowed Actions

The actions available through the Communication Centre Action panel:

  • Log Person Information
  • Log Company Information
  • Create New Accounts Receivable
  • Become Subscriber
  • Pay a Bill
  • Schedule an Activity
  • Plan a Job
  • Use Voucher
  • Retrieve Voucher Secret Number
  • Log a Communication
  • Raise a Service Request
  • Take a Lead
  • Post a Payment
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0
  • Sign Up Rewards Participant
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0
CTI Settings
Provider

A selection box with the available CTI Providers. The relevant Relevant fields are available based on the selected Provider's required configuration settings. Available Providers are:

  • Asterisk
  • CRM.COM CTI Event Listener
    Status
    colourYellow
    titleAvailable from CRM.COM R11.0.0
Enable

Enables or disables the CTI tool. If enabled, the tool will be available within the Communication Centre for all users and its mandatory fields shown below must be completed:

  • Hostname
  • Port
  • Username
  • Password
  • Log Unhandled Events

.

Asterisk Attributes

Note

The following attributes are available and mandatory if Asterisk Provider is selected

 

Hostname *The Hostname of the Asterisk switch with which CRM.COM integrates
Port *The Port of the Asterisk switch with which CRM.COM integrates
Username*The Username required for integrating with Asterisk
Password*The Password required for integrating with Asterisk. It is displayed on the screen in encrypted form.
Log Unhandled Events*

Determines whether CRM.COM will maintain logs regarding events received by Asterisk but not handled by CRM.COM. These events are not related to receiving or making calls. e.g. A redirection of a call event, from one agent to the another, made via the telephone system.

If selected these events are also registered in CRM.COM log file.

Note

The file can be found on the application server along with the rest of the log files. Use the following paths to view the logs:

  • Windown Windows Machine : :\\Program Files\crm.com\masterpartner\logs\
Log Information
Log DetailsThe standard set of Log Details information available in all entities
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