Versions Compared

Old Version 5

changes.mady.by.user Persia Xenopoulou (Deactivated)

Saved on

compared with

New Version Current

changes.mady.by.user p_demou (Deactivated)

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Back to Communication Centre Main Page

Excerpt
hiddentrue

Learn how you can to configure Communication Centre Business Definition Definitions that will dictate determine the overall behavior behaviour of the Communication Centre

What does this section cover?
Panel
nameblue

Table of Contents

Table of Contents
minLevel2

Navigating to Communication Centre Definitions

What are Communication
Info

CONFIGURATION > CRM APPLICATION > COMMUNICATION CENTRE > SET UP BUSINESS

What are Communication Centre Definitions?

Communication Centre  definitions is a set of Definitions are used to establish general business rules used related to control the behavior functionality of Communication Centre  throughout their whole life cycle.

Creating, Editing & Deleting

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

Anchor
validations
validations
Validations & Restrictions

ActionValidationsRestrictions
General
  • Multiple Communication Centre definitions Definitions can exist in the system, but each one should have a unique name Name and alternative codeAlternative Code
  • Only one active one 'Active' Communication Centre definition Definition can exist at any given time
  • If no active definition existsthere is no 'Active' Definition, then no Communication Centre processes can cannot be performed
  • Rules and restrictions specified in Communication Centre definition are applied using Communication Centre
Delete
  • A definition Definition can be deleted as long as it is not the active 'Active' one
 
Communication Centre Definition Attributes 
  • Not Applicable

Anchor
attributes
attributes
Attributes

An * indicates a field is mandatory 

Search Operator Settings are mandatory to be completed:
  • Hostname
  • Port
  • Username
  • Password
  • Enable Logs
  • Log Unhandled Events
Hostname

Name

Description

Main Information
 NumberAn auto-generated number that uniquely identifies the accounts receivable definitionsCommunication Centre Definitions
 Name*The name of the definitionDefinition
 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 specifiedDefinition. Unless otherwise specified, the codes for new Definitions default to the Definition's Name initials in capital letters.
DescriptionA description for the definitionDefinition
StateThe state of the definition Definition which can be active or inactive'Active' or 'Inactive'. Only one active definition can exist at any point
Search Settings
'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 on in Quick and Advanced Search. The options are:

    • =
    LIKE
    •  : 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 Settings

The contact information Contact Information search field fields that will become available if enabled and will allow , 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 No.Number
  • Social security No.Number
  • Company name
  • Company registration No.Number
  • Company VAT registration No.Number
  • Phone No.Number
  • Email

For each setting you can specify when The fields available and the order that it in which they will appear in each Search can be available:specified.

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

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

  • Street name
  • Street No.Number
  • Area
  • Town City
  • District
  • Municipality
  • Postal codeCode
  • PO boxBox
  • PO box postal code
For each setting you can specify when and the order that it can be available:
  • 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 Receivable Settings The accounts receivable Accounts Receivable search fields that will become available if enabled and will allow , once enabled, will be made available for searching for a contact. The supported search fields are the following:
  • Accounts Receivable Number
  • Bill Number
For each setting you can specify when and the order that it can be available:
  • 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 Settings

The subscription Subscription search fields that will become available if enabled and will allow , 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

For each setting you can specify when and the order that it can be available:

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

  • Log person informationPerson Information
  • Log company informationCompany Information
  • Create new accounts receivableNew Accounts Receivable
  • Become subscriberSubscriber
  • Pay a billBill
  • 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. Depending on the selection of provider 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

It enables 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

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 formEnable LogsDefines whether CRM.COM will maintain logs of the events received by Asterisk
Log Unhandled Events*Defines

Determines 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

 

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

  • Either search for an existing one or from the Top Menu click on NEWCONTACT INFORMATION DEFINITIONImage Removed

  • MAIN INFORMATION

    1. Provide the required information
       

  • 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

  • ALLOWED ACTIONS

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

  • 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

  • LOG INFORMATION

    • Include PageLog Information - GlobalLog Information - Global
  • From the Top Menu click on SAVE

    • Deleting Communication Centre Definitions

    Include PageDeleting a record - GlobalDeleting a record - Global

    Changing the Life Cycle State of Communication Centre Definition

    Include PageChanging the Life Cycle State of a Definition - GlobalChanging the Life Cycle State of a Definition - Global

     

    Note

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

    . 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:

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

    Related Areas

    Filter by label (Content by label)
    showLabelsfalse
    spacesV4Manual
    showSpacefalseexcerpttrue
    labelscommunication-centre-basics-r7,communication-centre-advanced-r7,communication-centre-admin-r7

    heatmap

    Helpful Links

    Panel
    namegrey

    Popular Labels

    Popular Labels
    spaceKeyV4Manual
    style
    Filter by label (Content by label)
    showLabelsfalse
    spacesV4Manual
    showSpacefalse
    labelsglobal