(fun music)
In this demonstration,
we'll be discussing Vonage for Microsoft Dynamics,
the integration that ties
your Vonage business communication system directly
to Microsoft Dynamics.
Let's take a look.
The Vonage for dynamics connector runs
from inside Google Chrome.
Each user that needs the system can be added
from the Vonage admin portal,
or from your sales representative.
Each user will receive their own email
welcoming them to the system
and provides them detailed instructions
on how to download the connector
and sign in for the first time.
Once you've signed in,
you will see the icon
in the upper right hand corner of Chrome.
And you can click on this icon to see several areas
that you can visit.
The first is show panel,
which actually shows you the main control panel
which we will cover in a moment.
Synchronizing contacts allows you
to sync metadata changes between dynamics
and the Vonage system for the integration
to more quickly and effectively publish out caller ID
and contact name information.
Your reporting will bring you
to a reporting page allowing you to pull reports
on your users of your connector
and see call log histories.
URL restrictions allows you to add websites
that will not work with your click to call functionality.
Help and feedback allows you to get help
or support on the connector,
as well as provide feedback to our product team.
And finally, the logout button.
By clicking on the show panel button,
you can see the Vonage Connect
for Dynamics window opening automatically.
There are several areas in here.
The first is a dial pad
which allows me to search or dial a number
by name or by number,
or I can manually dial it.
I can also copy and paste from any other area
that I have a number stored.
The history tab shows me my call history
which is populated
from the Vonage business communications side.
But also, if it finds a matching contact inside of Dynamics,
it will publish the customers name above.
If there is no match found,
it will simply show the caller ID
and you can add this in The pop up window,
which I will show you shortly.
If there's a multiple match found
that will also be indicated
where you can select which contact you're talking to.
This would be common place
where you have multiple contacts
publishing the same caller ID from a company
out to your organization,
and you can simply select which user you're talking to.
The next button is for your favorites.
Customers that need to talk to their people more often
can mark them as a favorite,
and they can access them here
and call them by clicking on the number.
The next tab is for the account.
This shows you which account you're logged into.
And finally, your settings tab.
This allows you to make, as an administrator,
system changes to how the call pop up window looks
and functions with your instance of Dynamics.
So if there are objects that you need to collect data on
in your environment,
you can actually enable those from this area.
As an individual user,
I can tell my system if I want my screen pop notifications
to work or not.
I can also as an administrator go in
and configure the actual function across the board.
So if I don't want the system to auto log calls,
I can turn this off.
However, by design,
the system is set up to automatically capture
and record that information automatically
to ensure more accurate metrics.
You also have the capability to log calls
with zero duration or not.
After you're done making your setup,
you can simply click update.
You can make these changes at any time
or as often as you like
and click update and the very next call
will take on the properties you've selected.
So let's take a look at the pop up window.
When a call comes in,
in this case I will use a call that did not have a match.
When the call comes in,
I can see here that I have the option to create an entity,
whether that be a contact or an account,
and put in their first and last name
and what their phone number type is
and add them to it.
However, if it is a customer that already exists,
and perhaps they're calling in with a new caller ID,
I can simply find their name from the list
and add it here,
and this will update the system in Dynamics automatically.
In the case above, you can see
that it had already correctly identified the customer
as Robert Downey.
It shows me my status, my call duration, date and time, etc.
I also have the ability to create
or search cases based on this call.
So in your environment, if you are working with cases,
you can go in and create new cases from inside this system.
I can also record my notes, my subject header,
and whether it's billable or not, and click save.
The indicator below the notepad icon lets me know
that there's been a note stored into Dynamics automatically.
When I click on that icon,
it will take me into Microsoft Dynamics
directly to that call record,
and you can see the format here.
If I need to see more information about prior calls,
I can simply click on the contact name,
or who the owner is.
And by clicking on this icon,
I can now see the information about this user.
I can also see their timeline information,
or I can click on related information
and look at those activities from within here.
This will allow me to see everything that I need to see.
I can also jump to my cases from here
if I actually have them.
Now, the next step in the process
is going to be to look at our reporting.
When I click on reporting,
it will take me to the Vonage connector system.
This will show me all of the users
that are actually signed in with the Dynamics connector.
And I can see the inbound
and outbound calling system history here.
I can also go in and select or deselect any users
that I don't want to see.
I can filter by day, week, and month.
I can also filter by duration.
So if I want to show calls that are 60 seconds or greater,
to show more accurate call metrics,
I can do that on the fly.
I can also change the order and the reload interval.
So if I wanna set this system up
to have it reload automatically every 30 seconds
and use this as a wall board and my call center,
I can do so.
I also have the capability to export this report.
As part of this export, I also get the call reports.
This information is actually going
to show me my call direction, date, time.
Most importantly, it will show me
what agent spoke to which customer.
And I also can go in and look at those notes to see
and modify the note right from within the connector.
The biggest bonus you get from this system
is now I'm no longer tied to my computer.
In most connector scenarios,
you must be logged into dynamics at all times
and sitting at your desk in order for it to work.
This system allows you to be truly mobile,
and you can take calls
on your Vonage business communications mobile device
and it will still log those calls in Dynamics for you.
More importantly, you can also store multiple notes
at the same time.
So if I'm currently working on a call with Robert Downey
and another call comes in,
I will simply get another pop up.
Now I don't have to break my train of thought
on my prior ticket or terminate it early.
This will prevent people
from not leaving notes in your system.
So the last piece that we want to talk about
is going to be your URL restrictions.
We covered this earlier.
And again, this allows you to go in
and actually add in additional URLs
that you don't want
to have to click the dial option functioning on.
This has been a basic demonstration
of the Microsoft Dynamics connector for Vonage.
(fun music)
