This is a documentation for XRMFusion, a tool designed to improve customer engagement by interfacing seamlessly with a CRM system. Upon receiving a call, the app automatically launches, pulling and displaying relevant customer data from the CRM, thus enhancing the interaction process.
It aims to guide you through the app's user interface.
General
XRMFusion is designed to operate in the background, capturing incoming call information for immediate display and logging it into the call history. To ensure its availability, it is set as an autostart application
UI Layout
Call Types and Result
Each call will have a call type and the related result. You can find these information in different views like:
- Caller Information
- Call History
XRMFusion can detect different call types. In the following table are the types listed with the related symbol.
| Type | Symbol |
|---|---|
| PSTN Call |
|
| Group Call |
|
| Teams Call |
|
Furthermore the software can detect the call result and highlight the call type symbol like the following table.
| Result | Color |
|---|---|
| Accepted |
|
| Ignored |
|
| Declined |
|
Menu
In the upper left corner, there is a menu icon that looks like three stacked lines. This is your access to additional options, in particular Info, Settings, Logout, and Quit.
About
Within the "About"-tab, you can access information about the client's version. Furthermore, you'll find links to icons and other materials relevant to privacy and copyright matters.
Settings
Within the "Settings" menu, you can easily toggle between the light and dark modes, designate the application as a tray icon, and switch between various zoom levels. Furthermore, this section provides visibility into the storage locations for call history and logs on your computer.
| Category | Setting | Description |
|---|---|---|
| Appearance | Theme | Allows to switch between a light and dark mode This setting doesn't require to be saved |
| Tray icon | Allows to use the tray icon This setting requires a client restart | |
| Zoom-Level | Allows to adjust the zoom of the view This setting has to be applied with the save button | |
| Location | Call History | Path of the call history database |
| Logs | Path of the client logs |
Logout & Quit
Did you know? The clients remembers the positioning and size of the window when you close the application.
Using the "Logout" option, you can securely end your session when needed.
We've tucked the 'Quit' button away in this menu to avoid any accidental exits that could cut off your access to the app's features. As of now, instead of a close button, the buttons on the top right corner simply tuck the app away without closing it—this way, you won't lose any important information by closing the app by mistake.
Usage
Sign-In
As soon as the app is launched, it carries out an automatic login when an user is authenticated. Otherwise you have to do a manual sign-in request by clicking on "Login with Microsoft".
Currently the client is reloading after you have signed in with microsoft, before the client is signing in at your crm system.
Main Page
The main page will be shown if an user is signed in. You can find the following tabs:
- Information
- History
For more specific information, please take a look at the related sections.
Caller Information
After logging in, new information fields display different data. First, you will see details such as the number and date of the last call you received. During an incoming call, caller info and type can be seen (direct call, Microsoft Teams call or a Microsoft Teams group call). There are different symbols for each call type. For more informations: Call Types and Result
The color represents the call status. Green indicates that the call has been accepted, yellow signifies that the call was missed, and red represents that the call was declined.
On the right side of each data column, adjacent to each entry, there's an icon
to copy the data with one click. Additionally, clicking on the data itself triggers a corresponding action. For example, clicking on the email address will open Outlook, allowing you to compose a message to that address instantly.
Action Buttons
Action Buttons allows you to access predifined functions such as callback, call notes and more with one click.
Please make sure that you have defined the targets for the actions. For example you have to configure Microsoft Teams as target for "callto" in order to use the callback function.
Did you know? Action Buttons are available under the information tab and in the details of call history entries.
There are two symbols that allow you to interact with the caller:
Callback
When you click on the phone symbol, which is the callback option, you will be automatically redirected to MS Teams, where you have the option to call the caller back.
Call Note
When you select the envelope symbol, which is the "call note" option, your email client will open with an automatic subject and text insertion. You can then pick the recipient to whom you'd like to address the email.
Information Tab
You can find the live crm data of each incoming PSTN Call, when it is available and the contact has been found. Otherwise you will have a status displayed under this tab.
History Tab
This data is archived in the 'History' section for future reference. The 'History' window also features a search function to quickly find past call records. It is also possible to search in the details of each call.
In addition to the data shown in the "Information" tab, you can see who answered the call, and for Microsoft Teams group calls, the participating group is identified.
Search
It is possible to search in the history. The results will be displayed under the searchinput.
Did you know? You can search for crm information too or only parts from the text etc.
