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Learn how you can configure Communication Centre Business Definition that will dictate overall behavior of Communication Centre

What does this section cover?

Table of Contents
minLevel2

What are Communication Centre Definitions?

Communication Centre  definitions is a set of business rules used to control the behavior of Communication Centre  throughout their whole life cycle.

Creating, Editing & Deleting 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 no active definition exists, then no Communication Centre processes can be performed
  • Rules and restrictions specified in Communication Centre definition are applied using Communication Centre
Delete
  • A definition can be deleted as long as it is not the active one
 

Communication Centre Definition Attributes 

Name

Description

 NumberAn auto generated number that uniquely identifies the accounts receivable definitions
 Name*The name of the definition
 Alternative code*An alternative code for the definition. On creating a new definition it defaults to the first letter of each word included in the name (in capitals), if nothing else is specified
DescriptionA description for the definition
StateThe state of the definition which can be active or inactive. Only one active definition can exist at any point
Search Settings
Search Operator Settings

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

  • =
  • LIKE
Contact Information Settings

The contact information search field that will become available if enabled and will allow searching for a contact. The supported search fields are the following:

  • Full name
  • First name
  • Last name
  • Middle name
  • ID No.
  • Social security No.
  • Company name
  • Company registration No.
  • Company VAT registration No.
  • Phone No.
  • Email

For each setting field you can specify when in which "search" it will be made available and the order that it can be available:, by which it will appear on the search.

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

The address search fields that will become available if enabled and will allow searching for a contact. The supported search fields are the following:

  • Street name
  • Street No.
  • Area
  • Town City
  • District
  • Municipality
  • Postal code
  • PO box
  • PO box postal code

For each setting field you can specify when in which "search" it will be made available and the order that it can be available:, by which it will appear on the search.

  • Quick Search
    • Quick Search Display Order
  • Advanced Search
Accounts Receivable Settings The accounts receivable search fields that will become available if enabled and will allow searching for a contact. The supported search fields are the following:
  • Accounts Receivable Number
  • Bill Number

For each setting field you can specify when in which "search" it will be made available and the order that it can be available:, by which it will appear on the search.

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

The subscription search fields that will become available if enabled and will allow searching for a contact. The supported search fields are the following:

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

For each setting field you can specify when in which "search" it will be made available and the order that it can be available:, by which it will appear on the search.

  • Quick Search
    • Quick Search Display Order
  • Advanced Search
Allowed Actions
Allowed Actions

The actions that are allowed to be used through the communication centre action panel. The available actions are:

  • 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
CTI Settings
Provider

A selection box with the available CTI Providers. Depending on the selection of provider the relevant fields are available based on the selected Provider's required configuration settings

Enable

It enables or disables the CTI tool. If enabled, then the tool will be available within the Communication Centre for all users. If enabled the fields below become available and are mandatory to be completed:

  • Hostname
  • Port
  • Username
  • Password
  • Enable Logs
  • Log Unhandled Events
HostnameThe Hostname of the Asterisk switch with which CRM.COM integrates
PortThe Port of the Asterisk switch with which CRM.COM integrates
UsernameThe Username required for integrating with Asterisk
PasswordThe Password required for integrating with Asterisk. It is displayed on the screen in encrypted form
Enable LogsDefines whether CRM.COM will maintain logs of the events received by Asterisk
Log Unhandled EventsDefines whether CRM.COM will also maintain logs regarding the events received by Asterisk but are not handled by CRM.COM

Defining your own Communication Centre Definition tailored to your company's needs

 

  1. Navigate to CONFIGURATION > CRM APPLICATION > COMMUNICATION CENTRE > SET UP BUSINESS DEFINITIONS

  2. Either search for an existing one or from the Top Menu click on NEWCONTACT INFORMATION DEFINITION

  3. MAIN INFORMATION

    1. Provide the required information
       

  4. SEARCH SETTINGS

    1. SEARCH OPERATOR

      1. Select the search operator that will be selected as default

    2. CONTACT INFORMATION

      1. Specify the fields that should be available as Quick and Advanced Search fields

      2. You can specify the display order at the Quick Search

    3. ADDRESS

      1. Specify the fields that should be available as Quick and Advanced Search fields
      2. You can specify the display order at the Quick Search

    4. ACCOUNTS RECEIVABLE

      1. Specify the fields that should be available as Quick and Advanced Search fields

      2. You can specify the display order at the Quick Search

    5. SEARCH OPERATOR

      1. Specify the fields that should be available as Quick and Advanced Search fields
      2. You can specify the display order at the Quick Search

  5. ALLOWED ACTIONS

    1. Check the actions that should be enabled at the Communication Centre

  6. CTI SETTINGS

    1. Provider: Select one of the available PBX providers
    2. Enable: Chceck the Box to enable the CTI
    3. Provide the rest of the information as defined in the table above

  7. LOG INFORMATION

  8. Include Page
    Log Information - Global
    Log Information - Global
  9. From the Top Menu click on SAVE

Deleting Communication Centre Definitions

Include Page
Deleting a record - Global
Deleting a record - Global

Changing the Life Cycle State of Communication Centre Definition

Include Page
Changing the Life Cycle State of a Definition - Global
Changing the Life Cycle State of a Definition - Global

 

Note

Visit /wiki/spaces/WIP/pages/10010220 Communication Centre for business examples related to


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