The SugarCRM Phone integration
provides a full integration directly into Sugar product editions, allowing
SugarCRM users to manage all communications activities and improve the handling
and documentation of call-related activities. It connects to SugarCRM via web
services, providing support for hosted SugarCRM installations.
After installing the SugarCRM Phone properly,
it needs to be configured so that it will use the desired TAPI /VOIP system and
store all calls in the desired SugarCRM server.
The settings panel can be accessed by
right-clicking the SugarCRM Phone icon in the System Tray.
The first tab in the Settings window is
the SugarCRM Configuration. For the SugarCRM Phone to gain access to the
SugarCRM instance, it must have a user, password and url to send and receive
The next tab is TAPI Settings. If TAPI is
desired to be used, the only thing to do is to select the line through which
If VOIP is desired to be used, a minimal amount
of data is necessary to configure SugarCRM Phone. In the VOIP Settings tab,
only the Proxy/Domain, User and Password must be set.
SugarCRM Phone provides a phone dial pad
for dialing numbers that are not necessarily in the system.
After dialing the number, if it
exists in the SugarCRM system, some information will be displayed, like the
Account holder’s name, company’s name, description and related accounts.
The above “Account Description”
window appears before answering an inbound call, if the phone number exists in
the SugarCRM system.
All calls are tracked, and can
be found under the History tab of the SugarCRM Phone.
For each call, a new entry in the Call module of the SugarCRM
instance will be created and will be related to the called Account
/Contact/Lead. The related SugarCRM Call can be accessed by right-clicking the
entry in the History list.
By accessing the Power Dialer
tab, a list of all planned calls can be inserted from the SugarCRM instance.
After the list is imported, the Power Dialer will start calling each number in
If there is no answer, it will
jump to the next in queue. Users can stop the dialer or skip certain calls by
using the stop or skip buttons.
Before the Power Dialer can call
on its own, it must be configured. In the SugarCRM Phone settings, the last tab
on the right accesses the Power Dialer settings. It must be enabled and a pause
between calls must be set.
For each list entry, the Subject
of the meeting, the related Account name, the Date, two phone numbers and the
Description can be seen below the list.
By right-clicking any list
entry, the user can call the person and view or edit the call entry in SugarCRM.
The Search tab of the SugarCRM
Phone provides the users the possibility of searching in the SugarCRM instance
for a Lead, Contact and/or Account by name.
In the search results, all
matching Accounts, Contacts, Leads will be displayed with the associated phone
numbers and by right-clicking on a number a call can be placed.
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