CRM通話ルーティングの設定 (Salesforce.com)

Fonality released Unified Agent Edition (UAE) to satisfy the needs of customers who use web-based CRM technology such as Salesforce.com.  Currently UAE is only available to PBXtra customers, but Fonality has plans to release UAE for trixbox Pro and Dell customers very soon.

For information about how to install the UAE platform and configure Salesforce.com, please read our Installation Guide online at http://uae.fonality.com/UAEInstallationpbxtra.pdf

After you've configured UAE, to add CRM routing, do the following:

1. Determine at what point in your call sequence callers should escape from the menu and route directly to whichever employee "owns" the Opportunity or Contact.
2. Navigate to that menu.  Most customers will insert CRM Routing immediately before their General Sales queue.  If you have a sub-menu called "Sales", you would click on AutoAnswer --> sub-menu, then click Sales.
3. From the Add New Sequence heading, choose "After step X:" where X is the number of the step before your "Go to Queue" call sequence.
4. From the "add new step" drop-down, select CRM Call Routing.  Note that you have two options:
   1. "forward=yes, VM=no" - trixbox Pro tries to route the inbound call to the appropriate person and will respect any forwarding settings (e.g. FindMe) but will not route the inbound caller to the employee's voicemail should the employee not answer.
   2. "forward=yes, VM=yes" - trixbox Pro tries to route the inbound call to the appropriate person and will respect any forwarding settings (e.g. FindMe) and will route the inbound caller to the employee's voicemail should the employee not answer.
5. Click "Apply All Changes"