X-Connect User Client

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 Contents
Introduction
Launch the CRM program
1. Login Window
2. Interface (GUI)
CRM Manual
1. Register a new customer
2. Phone setup
3. Program settings
4. Functionality/features list
5. Database backup
6. Print setup
7. Exit from CRM
View Menu
1. Search customer (Addressbook)
2. View CDR (User mode)
3. View CDR (Admin mode)
4. Call Billing
Advanced Menu
1. User Accounts
2. Preferences
Window Menu
1. Tile / Cascades
Help Menu
On-line update

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 Introduction
The Enterprise CRM (Customer Relationship Management system) is software integrated with
IP PBX and smart IP phones on the Local Area Network platform. It creates an infrastructure that unifies
the data applications and the voice network. Integrated voice features such as unified messaging, "click-
to-dial" and power-dialer requires the complex coordination of voice and data networking environments.
Convergence at the IP network level eliminates much of this complexity and the results are lower costs
attained from consolidating equipment and rapid integration with business applications. One of the main
advantages of our system is the fact that it employs converged data and voice networks.
Enterprise CRM/DSS software is a user friendly application powered by CTI, Customers
Address Book, Client Recognition, Data Mining, Billing and etc. With such functionality companies are
able to improve their customer service and increase their employee performance. For instance, CRM
Software based on CTI technology recognizes clients by caller ID and helps to response them by looking
at the clients profile in the Database. The profiles of each customer are popped up automatically for
routed incoming call. In the customer’s profile, employees can quickly notice how many products were
purchased by certain customer and when the last order was made.
On the other hand, the log information from each call are stored on the Client/Server database.
Such information with help of CRM/DSS by being transformed into valuable knowledge can be used to
analyze the customers’ behavior and help managers to optimize their telephone system for more
productive usage. Moreover, with such system manages can monitor and record the calls to be more
aware of their employees and customers’ needs. A real estate business, for instance, can reduce disputes
and disagreements with customers if they are able to record all telephone calls. And when there are
disputes about oral agreement, they can retrieve the recording and find the solution for the problem.
The Enterprise CRM provides the mature business solution with the full set of advanced
features.

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Launch the CRM
In order to launch E-CRM application you need to double click on the E-CRM icon located on
your desktop. If you have no E-CRM icon on the desktop, you can launch the application from the “Call
Manager”program group in start menu.
In case, if you downloaded or received a demo version of E-CRM application you will see a
message box, that indicates how many days left for the evaluation. The registered users of full version
would be proceeded directly to the following window:

Server IP

1. IP-PBX Server
First of all, you need to choose the IP of domain address of IP-PBX server from the list. (Ex:
192.168.0.100)
By pressing Enter or Tab Key you can navigate to the next Login ID field.
– Tab key to navigate forward to the next field.
– Shift+Tab key to navigate to backward, to the previous field.
After filling in the appropriate LoginID and passwords, press “Connect” button.

Before opening the main window, the software connects with update server to checks if new version is av
ailable for download.

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 2. Interface (GUI)
Customer's
registration form

You can manage two types of

records in your address
book. 1) Public (Corporate
Clients) 2) Private(Family
and Friends)

You can group your clients by

You can arrange the categories, to offer service
customers groups level/discounts (A+,B,C,D..)

Save/Delete Switch button is used to switch

buttons between several customer
forms, when employee serves
several clients at same time
At the top of the main window there are File,Edit,View,Advanced,Window and Help menus and the tool
bar with buttons.
Reg. Date: The date when customer's form was registered into the database.
Name : Full name field
Details/Customer Code : Company name or unique Code to identify this customer.
Social ID: Customer's Social ID (Required in Korea).
Corporate ID : Corporate ID number (Required in Korea).
Postal : Postal code.
Address : Main address.
Address 2 : Second addresses.
Location : The directions that can help to find customer's location quickly.

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How to register a new customer?
Whenever you receive a call from a new customer, the application will report that the Caller ID
was not registered yet. A new yellow form will be opened with customer's phone number. After filling
the remaining customer's information, the form can be saved into the system.

The +button adds or updates Deletes a phone

This button is used phone number in the list. number from list.
for call booking

The list of registered phone numbers. You click to dial a

customer, or select and dial several numbers simultaneously.

The “+/pen” button on the form is used for two purposes:

– It can add new phone numbers into the list.
– It can be used to edit the existing numbers.
You can add not only telephone numbers, but also SIP:URI numbers, that can be used with Click-to-Dial
feature, to place free peer-to-peer calls.
– extension@sipdomain or extension@ipaddress
– [email protected]
The “Fax” buttons or “Send Fax”, is used to transmit documents and images on local computer via fax.
This feature be used with IP-PBX server with enabled T.38/T.30 Fax Server functionality.
Click-to-Dial: By pressing on Dial button you can dial your customer number directly from CRM. The
Direction option indicates which side to ring first.

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Call Booking

Call booking Window

Date and Time fields : These fields are used to set a time in future for the booked call.
Tomorrow morning : This button sets the 09:30 AM time at tomorrow.
Tomorrow lunch: This button sets the 12:10 PM time at tomorrow.
Tomorrow evening : This button sets the 18:10 PM time at tomorrow.
After 30 minutes : This button sets time after 30 minutes.
After 1 hour: This button sets time after 1 hour.
After 3 hours: This button sets time after 3 hours.
Phone number : This fields sets the phone number to call.
※After booking the call, it is still going to be processed, even when the CRM application is closed.

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2. Phone Setup

You need to check the DND

first, to activate the Call
Forward on DND field.

The phone setup windows, configures the PBX features for your extension, you can check current status
of the settings. When employees are leaving their sits for the lunch, they can quickly route calls with call
forwarding featuer to their mobile phones.
You can add SIP:URI numbers to speed dial list. The SIP:URI numbers are usually used with ENUM. For
instance we can use free “sip:[email protected]” number to check the weather in Canberra,
Australia. The SIP:URI syntax for E-CRM is “[email protected]”

On voip-info.org portal you can learn other free SIP numbers as well.

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 3. Program Settings

Area code : Set the area code for local telephone numbers.
Active Red border : Enables or disables the red border over the active field.
Select word inside the search field : Select the old key word when users attempts a new search.
Customer ID instead of Details field: Replaces Details field with Customer ID.
Restrictive editing mode : The application forces user to fill all important information, such as
telephone number, address and postal code
Select bar color: You can choose the color of select bar in the list boxes. (Some users prefer to see a
black color select bar instead of default windows blue which)
Use unique customer id : When checked the Customer ID filed in the form is treated as unique field.
Reset GUI to defaults : This application remembers the positions of window and column settings of list
boxes. This buttons is used to reset all settings to default.
Exit CRM on window close : This options tells program to exit when [X] button is pressed, by default
the program is minimized into the windows tray.
Auto login : This option enables/disables auto login.
Database Backup : Auto database backup feature, that stores daily data to local computer.
CTI Configuration Tab
There are three methods to configure the way how CTI is handled by the application:
– Internal CRM.
– Hyper link (Web CRM), integrates the E-CRM with extenal Web CRM/ERP.
– Launch appliation option, integrates wht E-CRM with external GUI CRM/ERP.

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4. Functionality List
You can print the list of all special function keys to trigger IP-PBX features. Above is the last page of the
list in the print preview window.

5. Database Backup

Execute database backup

Restore data from backup file.

We strongly recommend to regularly backup you database!

In the backup folder the previous backup file is renamed as “bkcrm_Old.tps” file and the new backup file
is stored with “bkcrm.tps” file name.

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6. Print Setup
In this window, user can select the print and set the paper size to use when logs and reports are printed.

7. Exit from CRM

Click on the Exit option in File menu or E-CRM menu in the tray to exit the application.

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View Menu

Search Customer
View CDR (User mode)
View CDR (Admin mode)
CDR Billing
Call Statistics

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1. Search customer
To search a customer, type in name or detail information and press Enter Key or “Search” button.

It's possible to drag Search

window out of the main E-
CRM window. If you have two
monitors you can open main
application window on one
desktop and use search
window on the other monitor.

The “Address book” window:

Keyword input field

Check “Exact match”

option to search whole
words in address book.

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 The list of personal
customers,family and friends.

If you find that new

registered customers
are not appearing in
the address book,
press the “Refresh”
button to update the
list.

It's recommended to use filter records tab when the customer database is large. In the “Filter records” tab
users can search customers by name, phone number, address, groups and categories. The “show all
records” retrieves all records of corporate clients from the address book. It's possible for users to separate
their personal customers, family and friends records from public address book. They can access to their
personal database from the private address book tab.
CTI Feature and Address book window:

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It can happen that some customers might contain
same phone number. In order to avoid confusion
with CTI feature, instead of customer info, the
Address book window is popped up with the list
of all customers who share the incoming CID.

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2. View CDR (User mode)
Play recording Stop Print CDR Log.

Call status, O
means call was
answered, X
means call failed.
Check tag to indicate
Double click on green icon that the current
to dial the number. recording is important.

The user mode view CDR window shows only call records that are related to logged user. In the user
mode, it's possible to backup and print the CDR. However users cannot delete the contents of cdr.

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3. View CDR (Admin mode) Call Statistics

Filter the contents:

received faxes,voice
recordings.

Double click to open

fax document or listen
to voice recording.

Only SuperAdmin and Admin accounts can access the “View CDR (Admin mode)” window.
For fax documents that are saved as PDF files you need to install a PDF viewer. The two popular PDF
viewers are Adobe Viewer and Foxit Reader. For the fax documents that are saved as TIF files you need
to assign “Windows Picture and Fax viewer” application as a default application to open TIF files, or you
can use any other image viewer application.

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4. CDR Billing

Filter CDR by CDR Billing fields. You

inbound/outbound routes. Can can enable billing
be useful when you are billed feature from AMP.
only for outbound calls.

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Advanced Menu

User Accounts
Preferences

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1. User Accounts

Enter the phone number

to place an emergency
call or send SMS.

To add a new account, 선택된 사원이 사용

first press Add new 할 내선번호를 입력
employee button and 합니다.
then after filling the
form press the update
account button.

You can disable the CTI

feature for certain users.

Login ID : The login id to access the E-CRM.

Name : Full user/employee name.
Department : Choose the department that user belongs to.
Authority : Account level, possible options: Super Admin, Admin, User and Guest.
Position : The position of the employee.
Joined : The account registration date.
Left : The date when account was disabled.
Phone # : The phone number to reach employee at emergency situation.

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2. Preferences

From the preferences window it is possible to configure the contents of options that are using in the CRM
application, such as Departments/Positions/Transactions/Customers Group/Categories.

After saving the new configuration, in order to apply the change you will need to restart the application.

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Window Menu
You can tile or cascade open windows.

Help menu
The help menu open the same window when user presses F1.

On-line Update
On-line update menu updates the software to the latest available version.

Thank you for reading this manual.

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