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CRM Software Integration With Outlook, Asterisk and all other Applications

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Shailesh Chaudhary edited this page Sep 11, 2020 · 1 revision

CRM is open source customer relationship management software specially popular in USA including Utah, Indiana, New York and California. It highly customizable CRM software among all existing CRM (Might be). It help business organizations to increase their productivity and profit.

CRM Integration is a process to attach some other application functionality in CRM software and improve the over all efficiency. Example - Due to high customization CRM features, any organization can easily integrate Asterisk Application with CRM and increase the Phone performance during outgoing and incoming. <iframe src="https://www.linkedin.com/embed/feed/update/urn:li:share:6470210935909810177" allowfullscreen="" width="504" height="332" frameborder="0"></iframe>

How CRM Integrate With Outlook?

Outlook is one of the most powerful tool for any organization - via Sugar and outlook integration, we can easily synchronize whole email, contacts and task to Sugar. Download and Install the plugin

Log into Sugar with your user name and password
In the upper right-hand corner of the screen, Click on your name to view your User Preferences page
Click on the Profile tab
Click the Downloads tab, and after the screen refreshes, select the appropriate Sugar Plug-in for Microsoft Outlook for your version of Microsoft Outlook
Download file and unzip file
Navigate to downloaded files and click sugaroutlook.msi
Follow wizard instructions

Note: If asked to enter a password – enter your Outlook password 2 Sync your Outlook to CRM

Open Outlook
In the Top Menu, click Tools and select Sugar Options
Click the Advanced tab
Click LDAP Settings tab and enter the following details:
    Tick Use LDAP settings
    Authentication Key: enter your 3 letter ticker code
    Algorithm: set to ‘OUTLOOKtripleDES’
Click the General tab, enter the following details:
    Username and Password: Enter your Wisenet Portal Username and Password
    URL: copy and paste the following URL: http://xxx-crm.wisenet.co/, then replace the ‘xxx‘ with your 3 letter ticker code (The code is case sensitive and has to be in lower case letters)
    Click Test Settings to confirm that you have set this up correctly

Configure your Preferences

You can configure your syncing preferences on the following tabs:

General tab: Set general synchronisation settings
Use the Contacts, Appointments and Tasks tabs to set more specific settings for these activities

Configure Outgoing Mail Settings

You will need to configure your outgoing mail settings, specific server information is required.

In the upper right-hand corner of the screen, Click on your name
Click on Administration
Click Email Settings
Click on Configure the Outgoing mail Settings
    Complete all fields in this area and ensure you Sent test Email

CRM Asterisk Integration -

Sugar Asterisk application integration improves efficiency of your phone communication by giving you more information and more options for each call you make or receive.Gives you an utterly new experience of effective phone communication right in your Sugar and drives your business processes to advanced standards. All incoming and outgoing calls are recorded and available for any kind of further analysis CRM Asterisk Integration or sugar asterisk dialler or Asterisk CRM provides click to call, call logs, popups, call history. This will provides complete Call Center Solution or Call Center Software Sugar Custom Module.

WebSocket installation and configuration

  1. Prepare the environment for WebSocket deploying. It can be either the separate server or the server with Asterisk installed already.
  2. The server requirements depend on the loading level planned. Please contact Richlode Solution to get full recommendations regarding this point.
  3. Extract ws.zip to the directory required to deploy WebSocket.
  4. Make the required change to file /ws/AsteriskClient/indexWS.php. а) $params: а) $params: $params = array( 'server' => '192.168.1.219', 'port' => '5038', 'login'=>'root', 'password'=>123, 'login_AMI'=>'manager', 'password_AMI'=>'123', 'context'=>'outcalls', 'context_spy'=>'chanspy', 'copy_audio_file'=>false, 'prefix'=>'undefind', 'dirName'=>'/var/spool/asterisk/monitor/', ‘destination'=>'/home/dialer/records/', 'old_version'=>false,
    'sugar_crm_url'=>'http://192.168.1.223/dialer', 'ssl'=>0, ‘socket_sugar_crm_url'=>'tcp://192.168.1.205:8444/dialer', ‘local_cert'=>'dialercertWS.pem' );

where server - IP (domain) of Asterisk server; port - port of Asterisk server;

login - login for access to Asterisk server via ssh; password - login for access to Asterisk server via ssh; login_AMI - login for access to AMI Asterisk; password_AMI - login for access to AMI Asterisk;

context - context used for integration with SugarCRM;

context_spy - context used for spy;

copy_audio_file - if it is set as “true” the system copies the files of recorded telephone conversations from the from the directory specified in the parameter "dirName" to the directory specified in the parameter "destination". This is necessary if you do not want to give access to the files of recorded calls placed directly in the server where you installed "Asterisk"; prefix - If the value of parameter is not equal to 'undefined', then the phone number for outgoing calls (initiated in CRM) will be added to the value of this parameter;

dirName - path to the directory where the "Asterisk" maintains audio recordings of telephone conversations; destination - path to the directory where audio recordings of telephone conversations will be copied;

old_version - “1” if asterisk version is 1.8, 10, 11 and “0” for 12,13. sugar_crm_url - CRM URL; ssl - if “0” WebSocket does not support ssl, if “1” WebSocket supports ssl; socket_sugar_crm_url - WebSocket parameters: tcp(ssl) - protocol; 0.0.0.0 - IP to access to WebSocket (0.0.0.0 means localhost); 8444 - port to access to WebSocket; dialer - default parameter; local_cert - if ssl=1, it will be required full certificate name. b) Find and change the following code: try { $ast->login('log', 'pwd'); } catch(PEAR_Exception $e) { echo $e; } Set up login and password to access to Asterisk API instead of ‘log’ and ‘pwd’ above.

To launch WebSocket use the following commands: Default launching (when the terminal is closed, WebSocket will be stopped): php /ws/AsteriskClient/indexWS.php The background execution: php -q /ws/AsteriskClient/indexWS.php < /dev/null > script.log &

Learn about Salesforce Outlook Integration

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