CRM Integration: Chrome Extension

CRM Integration Application

To apply for a CRM Integration, please use the following link.

Introduction

This Chrome Extension allows Screen-Pop, Click-2-Call and Dialpad calling for a supported CRM tool.

The video below shows an overview of the CRM Integration: Chrome Extension product when integrated with Pipedrive as an example.

Installation Video

The video below shows the procedure for downloading, installing and configuring the Chrome Extension. Please use this, along with the details below to deploy the Chrome Extension.

Configuration

1. Following the completion of the application form, SoftTrain Cloud will integrate the CRM tool with the Chrome Extension and upload the latest build of the Chrome Extension to the Chrome Web Store

NOTE: This requires approval from Google and the timescales are based on Google's approval process. Recent approvals have taken 2-3 days, but they say it could take 30 days.

2. A list of extensions to monitor will need to be provided to SoftTrain Cloud and then those will be provisioned and the license key associated with the deployment will be provided.

3. The end-user will download the SoftTrain Cloud CRM Controller extension from the Chrome Web Store (once approved) and install the extension in their Chrome browser.

4. Once installed, the end-user should pin the Chrome extension to the browser (as per the image below) so that they can easily access the configuration and dialpad as required.

4. Clicking on the icon will open the extension pop-up page where the end-user can enable/disable the extension. The end-user should add the domain, license key and extension to monitor on the Configuration options page before trying to enable the Chrome extension. There is a link to the Configuration options page on the extension pop-up page.

Pop-up page

Enable switch	Enable/disable the Chrome Extension
Configuration options	Opens the Configuration options page to enter connectivity details as listed below

Chrome Extension Configuration Options

Configuration options page

Domain	Domain name of the Wildix PBX excluding https://
License Key	This will be provided by SoftTrain Cloud
Monitored Extension	The extension on the PBX to monitor calls for Screen-Pop and Click-2-Call. NOTE: The Wildix license for the extension needs to support the WebAPI - TAPI - Integration feature

5. Once the Configuration details have been entered, the end-user can click on the Enable switch to toggle the monitoring of the calls to the extension and to ensure Screen-Pop and Click-2-Call functionality is operational within the CRM tool.

PLEASE NOTE:

Occasionally the Chrome Extension will need to be updated as new CRM tools are added or when new features are enable. This may require the end-user to approve the permission changes to continue using the Chrome Extension. Please ensure end-users are aware of this and their need to approve the changes to continue with the CRM features. This approval process is determined by Google within Chrome so exact details of this are subject to change based on Google's implementations.

New User

Provisioning a new user is an administrative tasks that needs to be performed by someone with admin access to the PBX and also to the SoftTrain Cloud portal. To provision a new user:

1. Login to the PBX and define a Simple Token using the following click-path:

PBX --> Integrations --> Applications --> Simple Token --> [Add]

2. Add an Application name and select the PBX user.

3. Copy the generated Secret key

4. Login to the SoftTrain Cloud portal and select CRM: Chrome Extension from the hamburger menu

5. Click the [Add Agent] button and enter the Extension and API Key (Secret key) that was copied from the PBX. Some CRM integrations require the unique User Id from the CRM tool to be included - add the User Id if your CRM integration requires this. Then click the [Add] button to provision the extension.

Note: If the Total agents assigned has reached the upper limit, contact SoftTrain Cloud to extend the user license for the product

Appendix

1. Wildix Authentication

Wildix license with WebAPI - TAPI - Integration required for each extension to be monitored

2. Troubleshooting

Issue	Reason & Possible Resolution
	User extension is not provisioned Check the current list of users that are provisioned via the SoftTrain Cloud portal as detailed in the New User section above.
	Unable to connect to the server to authenticate the connection. Check Internet connectivity and if working, check with Support team
	PBX domain name does not match configured domain Check the domain name is entered correctly into the Configuration options
	PBX domain name and/or license key invalid Check the domain name and license key provided by SoftTrain Cloud in the Configuration options
Screen-Pop is not appearing	Ensure that a Wildix device is connected (Collaboration, mobile app or desk handset)
Call remaining on Screen-Pop when no longer active	Disable and re-Enable the Chrome Extension to clear the active call list

3. Historical Reporting Data

There is no call/agent data stored on the SoftTrain Cloud platform as part of the CRM Integration. Should an agent leave the client organisation, managing historical data is determined by the CRM tool. Generally, the token generated by the Wildix PBX for an agent is associated with the unique user identifier for the CRM tool. Therefore, any new agent can use either an existing extension or new extension as long as the token generated on the Wildix PBX is associated with the unique user identifier on the CRM tool. The table below details any exceptions to this scenario.

CRM Tool	Exception
Currently there are no exceptions