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Configuring Communication Centre Definitions

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What does this section cover?

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 field you can specify in which "search" it will be made available and the order, 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 field you can specify in which "search" it will be made available and the order, 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 field you can specify in which "search" it will be made available and the order, 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 field you can specify in which "search" it will be made available and the order, 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
  • 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
Log Unhandled Events

Defines 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. i.e. A redirection of a call event, from one agent to the another, made via the telephone system.

If selected these events are also kept in CRM.COM log file. The file can be found on the application server along the rest of the log files.

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. Log information section keeps all the logging information related to the specific record

    • Basic set of information available in all entities
      • Created By User: The user that created the entity
      • Created By Unit: The unit of the user that created the entity
      • Updated By User: The user that last updated the entity
      • Updated by Unit: The unit of the user that last updated the entity
      • Date Created: The date the account was entity
      • Date Updated: The date the account was last entity
        LOG DETAILS
  9. From the Top Menu click on SAVE

Deleting Communication Centre Definitions

  1. Search for the entity that you would like to delete
    Visit  Using Summary Pages   to find out how you can search using CRM.COM Summary Screens
  2. Click on the link of the record you would like to delete, to be transferred to the Data Entry page
  3. From the actions menu click on "DELETE"
     The entity will be deleted given that the validations are satisfied

Changing the Life Cycle State of Communication Centre Definition

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


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